ITIL4F ITIL Management Practices Practice Question
Which of the following is an example of an emergency change?
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
✓
Applying a critical security patch to a production server to fix a vulnerability
Emergency changes are for urgent situations like security patches; they follow a faster authorization process.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Updating the service desk knowledge base with new articles
Why it's wrong here
Updating the service desk knowledge base with new articles is typically a standard change. This type of change is pre-authorized, low-risk, and routine, often following a documented procedure without requiring extensive assessment each time. It does not involve an immediate, unplanned disruption to a live service or a critical threat that necessitates bypassing normal change procedures. Therefore, it does not qualify as an emergency change.
- ✓
Applying a critical security patch to a production server to fix a vulnerability
Why this is correct
Applying a critical security patch to a production server to fix a vulnerability is a prime example of an emergency change. Such a situation involves an immediate, severe threat to the security, availability, or integrity of a live service, demanding urgent action to prevent significant business impact or data compromise. The critical nature of the vulnerability necessitates an expedited assessment and authorization process, bypassing the typical, longer change schedule to mitigate the risk as quickly as possible.
- ✗
A request to install a new software version for all users next month
Why it's wrong here
A request to install a new software version for all users next month represents a normal change. This type of change is planned, scheduled for a future date, and allows for thorough assessment, authorization, and testing within the standard change management process. There is no indication of an immediate service degradation, security breach, or critical operational failure that would necessitate an emergency response. Its future implementation date clearly distinguishes it from an urgent, unplanned intervention.
- ✗
A password reset for a user
Why it's wrong here
A password reset for a user is classified as a service request, not a change. Service requests are routine requests from users for information, advice, or access to a service, and are typically fulfilled according to pre-defined procedures. While important for user access, it does not involve modifying a service, configuration item, or infrastructure component in a way that requires change management oversight, let alone an emergency intervention.
Go deeper
Related to this question
About these practice questions
Courseiva writes every ITIL4F question from scratch — 531 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
Same concept, more angles
1 more way this is tested on ITIL4F
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An organization has a change that must be implemented immediately to prevent a major financial loss. According to ITIL 4, what type of change is this?
hard- A.Service request
- ✓ B.Emergency change
- C.Standard change
- D.Normal change
Why B: According to ITIL 4, an emergency change is a change that must be implemented as soon as possible to resolve an incident or prevent a major financial loss. This type of change bypasses the normal change advisory board (CAB) process and follows a separate, expedited procedure to minimize risk while ensuring speed.
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.