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IT Service Management and Systems Audit

Which of the following is an appropriate way to carry out change management?

  1. AChanges to the production environment may be made at any time without keeping records, whenever the person in charge judges them necessary
  2. BChange requests are recorded, assessed for impact, risk and cost, and approved before being carried out according to plan
  3. CChanges are approved together after they have been carried out
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Answer: B. Change requests are recorded, assessed for impact, risk and cost, and approved before being carried out according to plan

Change management is the process for preventing failures caused by changes, in which changes to IT services and their components are recorded, assessed for impact, risk and cost, and approved before being carried out. Change requests are recorded when received and, depending on their content, reviewed at a meeting of the people concerned. After implementation, the result is checked, the change is recorded and the configuration management information is updated.

  • A. Changes with no record or assessment cause failures and make it impossible to trace later what was changed.
  • B. Correct. Changes are carried out according to plan after being recorded, assessed and approved.
  • C. Approval comes before implementation. Approving afterward does not prevent failures caused by the change.
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More IT Service Management and Systems Audit questions

  1. A serious security vulnerability has been found, and a patch must be applied to the production servers immediately. The regular meeting that reviews changes is two weeks away. Which of the following is the most appropriate response in change management?
  2. Several approved changes are bundled into a release and deployed to the production environment. Which of the following is an appropriate way to carry out release management?
  3. Which of the following describes a configuration item (CI) recorded in the CMDB (configuration management database) in configuration management appropriately?
  4. Which of the following is the main benefit of setting up a service desk as a single point of contact (SPOC) that receives all inquiries and failure reports from users?
  5. An incident received by a service desk staff member was about to exceed the resolution target time set in the SLA. The staff member reported the situation to the service desk manager and asked for a decision on adding staff and on contacting users. Which of the following is this action?