ITIL 4 Foundation Practice Exam

What characterizes an emergency change?

1. A change that is planned for the next quarter

2. A change that is solicited by customers only

3. A change that must be introduced as soon as possible

4. A minor adjustment to existing workflows

The correct answer is: A change that must be introduced as soon as possible

An emergency change is characterized by the urgent need to implement a change as soon as possible due to an unforeseen circumstance that could have a significant negative impact on the service, business operations, or customer satisfaction. This type of change typically arises from unplanned incidents, such as critical failures, security breaches, or other urgent issues that require rapid resolution to minimize disruption. When dealing with an emergency change, the priority is to assess the situation quickly, evaluate the potential risks involved, and deploy the change with expedited procedures, often bypassing the usual extensive assessment and authorization processes associated with standard changes. The rationale behind such urgency is to restore normal service operation swiftly and ensure that the business can continue functioning effectively. In contrast, the other options pertain to different change management scenarios not characterized by the urgency or immediate need typical of emergency changes. Planned changes, customer solicitations, and minor adjustments follow a more structured approach, allowing for risk assessments, evaluations, and deliberation.