ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are types of changes defined in ITIL 4?
⚠ Common exam trap
PeopleCert often tests the distinction between 'urgent' and 'emergency' changes, where candidates mistakenly select 'urgent' because it sounds similar, but ITIL 4 explicitly uses the term 'emergency change' for changes requiring immediate implementation.
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
✓
Emergency change
ITIL 4 defines three types of changes: standard, emergency, and normal. Emergency changes (Option C) are those that must be implemented as soon as possible to resolve an incident or security vulnerability, following a specific emergency change process with reduced testing and approval. Standard changes (Option D) are pre-authorized, low-risk, and follow a defined procedure, such as password resets or server patching.
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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Urgent change
Why it's wrong here
"Urgent change" is not a formally defined change type within the ITIL 4 framework. While many changes may carry a sense of urgency, ITIL 4 specifically designates "Emergency change" for situations demanding immediate action to resolve incidents or restore services, which follows a distinct, expedited process. Using generic terms like 'urgent' can lead to ambiguity and inconsistent application of change management controls, whereas 'Emergency change' implies a specific, recognized bypass of standard procedures.
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Major change
Why it's wrong here
ITIL 4 does not classify changes as "Major change" as a distinct, formal type. Instead, the framework primarily defines "Normal change," which encompasses all non-standard and non-emergency changes. The perceived "major" or "minor" nature of a change is typically determined by an organization's internal risk and impact assessment criteria applied to a Normal change, guiding the level of authorization required, rather than being a separate category itself.
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Emergency change
Why this is correct
An Emergency change is a specific type of change that must be implemented as quickly as possible, typically to resolve an active incident, restore a failed service, or apply a critical security patch. These changes often bypass some of the standard authorization and testing steps due to the extreme urgency and potential severe impact of delay. However, they still require post-implementation review and formal documentation to ensure governance and learning.
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Standard change
Why this is correct
A Standard change is a pre-authorized, low-risk change that is frequently implemented and follows a well-understood, documented procedure or work instruction. These changes do not require individual authorization each time they occur, significantly improving efficiency and speed for routine activities. Examples include password resets or provisioning standard virtual machines, provided they remain within their established scope and risk profile.
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Minor change
Why it's wrong here
"Minor change" is not a recognized or defined change type within the ITIL 4 framework. While organizations may internally categorize changes by their perceived impact or effort, ITIL 4's structured approach to change enablement focuses on Normal, Standard, and Emergency changes. The rigor of authorization and assessment for any change is determined by its risk and impact, not by a generic "minor" designation, which lacks formal process implications.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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