ITIL 4 Foundation Practice Exam

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What does a change schedule display?

Current staffing resources
Planned and historical changes
Monthly service availability
Customer satisfaction metrics

The correct answer is: Planned and historical changes

The change schedule is an essential component of change management within the ITIL framework. Its primary function is to provide a clear and organized view of both planned and historical changes within an organization. This visualization aids in ensuring that all stakeholders are aware of upcoming changes, which helps to minimize disruptions and conflicts in the IT environment. By displaying planned changes, the change schedule allows teams to prepare accordingly, manage resources effectively, and coordinate with different departments to maintain service continuity. Historical changes, on the other hand, provide valuable insights into past modifications, which can be reviewed to learn from previous experiences and improve future change management processes. In contrast, the other options pertain to different areas of service management. Current staffing resources focus on human resource allocations rather than the management of changes. Monthly service availability is more related to service performance metrics, helping to understand uptime and reliability rather than specific changes that occur over time. Customer satisfaction metrics are used to gauge user perspectives and experiences, which is a separate aspect of service quality management. Hence, they do not align with the primary function of what a change schedule intends to convey.