ITIL4F ITIL Management Practices Practice Question
Which TWO are types of change defined in ITIL 4?
⚠ Common exam trap
Many exam-takers confuse 'scheduled change' (a common operational term) with a formal ITIL 4 change type, or they misremember 'urgent change' instead of the precise ITIL term '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
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Normal change
In ITIL 4, change types are categorized by how they are authorized and assessed, and two recognized types are the normal change (B) and the standard change (D). A normal change (B) is one that must go through the full change control process, including assessment, authorization, and scheduling by the change authority, because it carries meaningful risk or impact. A standard change (D) is a pre-authorized, low-risk, routine change with a documented procedure that can be executed without additional authorization each time. The other options are not ITIL 4 change types: service request (A) is a separate practice (service request management) for user-initiated requests, scheduled change (C) describes a change that has been planned for a time window rather than a defined type, and urgent change (E) is an emergency change in ITIL terminology, not a formal ITIL 4 change type category.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Service request
Why it's wrong here
A service request represents a pre-defined, low-risk action to deliver a requested service component, such as providing access to an application or provisioning a standard workstation. Unlike a change, which modifies or adds to a service or component, a service request fulfills an existing, agreed-upon offering. It follows a distinct workflow focused on fulfillment, not modification of the IT environment, and is therefore not considered a type of change in ITIL 4.
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Normal change
Why this is correct
A normal change is any change that is not standard or emergency, requiring a full assessment and authorization process. These changes typically involve significant risk or impact, necessitating thorough planning, scheduling, and formal approval by a designated Change Authority. The comprehensive workflow ensures proper evaluation of potential effects on services and infrastructure before implementation, making it a core type of change in ITIL 4.
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Scheduled change
Why it's wrong here
The term 'scheduled change' describes a characteristic of a change, specifically that its implementation has been planned for a particular time, rather than being a distinct type of change in ITIL 4. While normal changes are almost always scheduled after thorough planning and authorization, 'scheduled' itself does not define a separate category alongside standard or emergency changes. It merely indicates a planned execution window for an approved modification, not a unique classification.
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Standard change
Why this is correct
A standard change is a pre-authorized, low-risk change that is well-understood, fully documented, and does not require additional authorization each time it is implemented. These changes are typically frequent and often automated, following a defined procedure to minimize disruption and maximize efficiency. Examples include password resets or provisioning a standard virtual machine, streamlining common operational tasks and making it a recognized type of change.
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Urgent change
Why it's wrong here
ITIL 4 explicitly defines 'Emergency change' as the type of change required to resolve an incident or implement a critical security patch with immediate effect, bypassing some normal change steps. The term 'urgent change' is not a recognized classification within the ITIL 4 framework for managing modifications to services or components. While such changes are indeed urgent, ITIL 4 provides specific guidance under the 'Emergency change' category for their expedited handling, making 'urgent change' an incorrect term.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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