ITIL4F ITIL Management Practices Practice Question
Which type of change is typically pre-approved and follows a predefined procedure?
⚠ Common exam trap
Watch out — candidates often confuse a service request with a standard change, but ITIL 4 explicitly separates them: service requests are for predefined user needs (e.g., password reset), while standard changes are for predefined infrastructure or application modifications.
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
✓
Standard change
Standard changes are pre-approved and follow a predefined procedure because they are low-risk, routine, and well-understood. ITIL 4 defines a standard change as one that is implemented through a documented, repeatable process, such as applying a security patch or provisioning a new user account, without requiring additional authorization each time.
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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Normal change
Why it's wrong here
Normal changes are non-standard service alterations that require a full assessment and formal authorization from a change authority before implementation. They follow a comprehensive workflow, including planning, risk analysis, and scheduling, ensuring all potential impacts are thoroughly evaluated. This structured approach means they are not pre-approved, as each instance necessitates individual review and decision-making to proceed.
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Emergency change
Why it's wrong here
Emergency changes are specifically designed for resolving critical incidents or implementing urgent security fixes that demand immediate action to restore service or prevent significant business impact. While they require expedited approval, this authorization is typically granted retrospectively or through a highly streamlined process due to the extreme urgency. They are not pre-approved in the conventional sense, as their nature often involves unforeseen circumstances and high inherent risk.
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Service request
Why it's wrong here
A service request is a formal request from a user for something that is a standard part of service delivery, such as providing access to an application or supplying a standard piece of equipment. Unlike changes, service requests are predefined, often automated, and do not involve altering the state of a service or configuration item. Therefore, they are not considered a type of change, but rather a fulfillment of an existing service offering.
- ✓
Standard change
Why this is correct
Standard changes are low-risk, frequently occurring changes that are well understood and have a documented, pre-approved procedure. Because their risks are known, mitigated, and the steps are repeatable, they do not require individual assessment or authorization each time they are performed. This pre-approval allows for efficient and rapid implementation, aligning perfectly with the concept of following a predefined procedure without additional oversight.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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