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What is Change management?

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 received and recorded, and depending on their content they are reviewed at a meeting of the people concerned. An emergency change procedure, in which a small group approves quickly, is also defined for urgent changes. After implementation, the result is checked and the configuration management information is updated.

Japanese name: 変更管理

Change management appears in 5 practice questions across 2 topics, including IT Service Management and Systems Audit, Software Development and Project Management.

Field: IT Service Management and Systems Audit

Try it: questions about Change management

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
Show answer and explanation

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 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?

  1. ABecause it is urgent, skip both approval and records, apply the patch immediately at the discretion of the person in charge, and report only if a problem occurs
  2. BFollow the normal procedure: review the impact and risk at the regular meeting two weeks from now, and apply the patch after it is approved
  3. CFollow the emergency change procedure defined in advance: a small group of authorized approvers quickly assesses and approves the change, it is applied, and the records are completed and reviewed afterward
Show answer and explanation

Answer: C. Follow the emergency change procedure defined in advance: a small group of authorized approvers quickly assesses and approves the change, it is applied, and the records are completed and reviewed afterward

Change management defines an emergency change procedure for changes that must be carried out urgently. Even for an emergency change, a small group of approvers with the authority to approve quickly assesses the impact and risk and approves it, and the change is applied after testing and a back-out procedure have been prepared as far as possible. If records and documents are completed after implementation, they are completed and reviewed afterward. If both approval and records are skipped, the cause cannot be traced when the change causes a failure.

Change management in the explanations

Questions that mention Change management (5)

  1. Which of the following is an appropriate way to carry out change management?
  2. 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?
  3. In IT service management, which process mainly aims to investigate the root cause of recurring failures and prevent them from happening again through permanent fixes?
  4. The service desk received a call from a user saying, "In the expense reimbursement system, the submit button does not respond when I attach an image of a receipt." The same symptom is registered as a known error, with the recorded workaround "the image can be submitted if it is first registered from a separate registration screen." Which of the following is the most appropriate action in incident management?
  5. A file server stops responding with the same error several times a week, and each time an operations staff member restarts it to restore service. From the standpoint of problem management, which of the following is an appropriate action?

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Related terms

Problem management Incident management Configuration management Service desk Audit trail BCP (business continuity plan) CAAT (computer-assisted audit techniques) Escalation Internal control IT governance

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