ITIL 4 Foundation Practice Exam

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How is 'change' defined in service management?

The removal of obsolete processes
Modification of existing services only
Addition, modification, or removal affecting services
Implementing new technology

The correct answer is: Addition, modification, or removal affecting services

In service management, 'change' is defined as any addition, modification, or removal that affects services. This broad definition encompasses all aspects of service life cycles, recognizing that changes can take different forms and impact services in various ways. This includes not only the introduction of new services or technology but also adjustments to existing services and the elimination of services that are no longer relevant or effective. By framing change in this inclusive manner, service management can ensure that any action that might affect the quality, efficiency, or delivery of services is carefully considered and managed through established change management processes. This helps in minimizing risks, maintaining service continuity, and promoting improvements in service delivery. Other definitions presented, such as focusing solely on the removal of obsolete processes or just modifications to existing services, do not capture the full scope of what change can entail. Focusing only on new technology misses the broader context within which services operate. Therefore, defining change as an addition, modification, or removal of any service-related components provides a comprehensive view that is essential for effective service management.