ITIL4F ITIL Management Practices Practice Question
Which of the following is a key activity in the Change Enablement practice?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Assessing and authorizing changes
Change Enablement practice includes key activities such as assessing and authorizing changes. Option B (Restoring service after an incident) is an activity of Incident Management. Option C (Conducting root cause analysis) belongs to Problem Management. Option D (Monitoring service desk performance) is related to Service Desk or Continual Improvement. Therefore, only option A is correct.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Assessing and authorizing changes
Why this is correct
Change Enablement's primary objective is to maximize successful IT changes by ensuring they are properly evaluated, approved, and implemented with minimal risk. This involves a structured process of assessing potential impacts, benefits, and risks associated with each proposed change, followed by formal authorization to proceed. It balances the need for organizational agility with the imperative of maintaining service stability and security.
- ✗
Restoring service after an incident
Why it's wrong here
Restoring service after an incident is the core objective of Incident Management, aiming to return normal service operation as quickly as possible to minimize business impact. This activity focuses on reactive measures to resolve unplanned interruptions or reductions in service quality. It is distinct from Change Enablement, which deals with planned modifications to services or service components.
- ✗
Conducting root cause analysis
Why it's wrong here
Conducting root cause analysis (RCA) is a fundamental activity within Problem Management, designed to identify the underlying causes of recurring incidents or significant problems. The goal is to eliminate these root causes to prevent future incidents, thereby improving overall service reliability. This proactive problem-solving differs significantly from the controlled introduction of new or modified services managed by Change Enablement.
- ✗
Monitoring service desk performance
Why it's wrong here
Monitoring service desk performance involves tracking key metrics such as response times, resolution rates, and customer satisfaction to ensure the efficient and effective operation of the service desk function. This activity falls under the operational management of the Service Desk practice, focusing on continuous improvement of support delivery. It is separate from Change Enablement, which governs the lifecycle of changes to IT services and infrastructure.
Go deeper
Related to this question
About these practice questions
One of 531 original ITIL4F practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.