CIM CIM Change Management & Incident Prevention 1 — Questions and Answers
Question 1: What is the primary goal of change management as it relates to incident prevention?
- To reduce the total number of change requests submitted
- To automate all infrastructure changes
- To ensure changes are implemented without causing unplanned service disruptions (Correct answer)
- To accelerate the speed of software deployments
Correct answer: To ensure changes are implemented without causing unplanned service disruptions
The primary goal of change management is to implement changes in a controlled manner that minimizes risk, thereby preventing change-induced incidents and service disruptions.
Question 2: What is a 'Standard Change' in ITIL change management?
- A high-risk change requiring emergency authorization
- A change that must be fully documented post-implementation only
- A change that always requires full CAB approval
- A pre-approved, low-risk, frequently performed change that follows an established procedure (Correct answer)
Correct answer: A pre-approved, low-risk, frequently performed change that follows an established procedure
A Standard Change is pre-authorized, low-risk, and follows an established procedure, allowing it to bypass full CAB review and streamline routine operational tasks.
Question 3: Which body is responsible for assessing risk and authorizing significant changes in ITIL?
- The Incident Manager
- The Change Advisory Board (CAB) (Correct answer)
- The service desk team
- The project management office
Correct answer: The Change Advisory Board (CAB)
The Change Advisory Board (CAB) assesses the risk, impact, and scheduling of significant changes, providing formal authorization before implementation proceeds.
Question 4: What defines an 'Emergency Change' in ITIL change management?
- A routine change submitted with an urgent label
- A change implemented without any documentation
- A change that must be implemented as quickly as possible to restore service or prevent critical failure (Correct answer)
- A change formally rejected by the CAB
Correct answer: A change that must be implemented as quickly as possible to restore service or prevent critical failure
An Emergency Change is expedited through a streamlined approval process (often via an Emergency CAB) to quickly restore service or prevent imminent critical business impact.
Question 5: What is the purpose of a Post-Implementation Review (PIR) in change management?
- To review a change proposal before CAB approval
- To assess whether the change achieved its objectives and capture lessons learned (Correct answer)
- To perform a financial audit of change-related costs
- To list all changes implemented in the past calendar month
Correct answer: To assess whether the change achieved its objectives and capture lessons learned
A Post-Implementation Review evaluates whether the change achieved its objectives, identifies unintended consequences, and captures lessons learned to improve future change processes.
Question 6: Which type of change requires the most comprehensive documentation and formal approval process?
- Standard change
- Pre-authorized change
- Low-risk normal change
- High-risk normal change (Correct answer)
Correct answer: High-risk normal change
High-risk normal changes require comprehensive documentation, full CAB review, detailed implementation and back-out plans, and formal approval before they can proceed.
CIM CIM Change Management & Incident Prevention 1
What is the primary goal of change management as it relates to incident prevention?