ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are key activities of 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
The Change Enablement practice focuses on managing changes in a controlled manner. Key activities include assessing and authorizing changes (Option B) to ensure they are viable and safe, and reviewing and closing changes after implementation (Option E) to capture lessons learned. Option A (Restoring service after an outage) belongs to Incident Management. Option C (Identifying workarounds for incidents) is also part of Incident Management. Option D (Negotiating service level agreements) relates to Service Level Management.
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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Restoring service after an outage
Why it's wrong here
Restoring service after an outage is a primary activity of the Incident Management practice. Its core purpose is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible, often involving reactive measures to resolve unexpected disruptions rather than planned modifications to services. This process is distinct from Change Enablement, which focuses on planned additions, modifications, or removals of services or service components.
- ✓
Assessing and authorizing changes
Why this is correct
Assessing and authorizing changes are fundamental activities within the Change Enablement practice, ensuring that all proposed changes are properly evaluated for potential risks, benefits, and resource implications. This involves reviewing the change request, understanding its impact on services and users, and obtaining the necessary approvals before implementation. Effective assessment prevents unauthorized or detrimental modifications, maintaining service stability and value.
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Identifying workarounds for incidents
Why it's wrong here
Identifying workarounds for incidents is a key activity primarily associated with Incident Management, aiming to reduce or eliminate the impact of an incident when a full resolution is not immediately available. While Problem Management might identify workarounds for known errors, the focus remains on mitigating current or potential disruptions, not on the planned introduction or modification of services. Change Enablement, conversely, deals with the structured implementation of new or altered service components.
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Negotiating service level agreements
Why it's wrong here
Negotiating service level agreements (SLAs) is a core responsibility of the Service Level Management practice. This involves defining and agreeing upon the expected quality, availability, and performance levels of services with customers, ensuring that service offerings align with business needs and expectations. This strategic activity focuses on service performance definition and monitoring, which is distinct from the operational process of implementing planned modifications to services or service components.
- ✓
Reviewing and closing changes after implementation
Why this is correct
Reviewing and formally closing changes after their implementation is a critical step in the Change Enablement practice, often referred to as a Post-Implementation Review (PIR). This activity verifies that the change achieved its desired outcome, operated as expected, and did not introduce unforeseen issues, while also ensuring all documentation is updated. It also provides an opportunity to capture lessons learned, contributing to continuous improvement of the change process itself.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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