ITIL 4 Foundation Practice Exam

What does the term change refer to in ITIL?

1. The routine enhancement of IT services

2. The addition, modification, or removal affecting services

3. Improving customer relationships

4. Routine maintenance of hardware

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

In ITIL, the term "change" specifically refers to the addition, modification, or removal of anything that could affect IT services. This definition encompasses a wide range of activities, including updating software, integrating new technologies, altering infrastructure, and even decommissioning outdated systems. The focus is on the impact these changes will have on services and ensuring that they are managed in a way that minimizes disruption while maximizing value. The importance of managing changes effectively is crucial for maintaining service quality and availability, which is a core principle of IT service management. By categorizing changes and assessing their potential risk, organizations can make informed decisions on how to implement them, ensuring that service continuity and alignment with business objectives are preserved. Other options do not align with this comprehensive definition of change in ITIL. The routine enhancement of IT services focuses too narrowly on ongoing improvements rather than the broader scope of changes. Improving customer relationships, while important, is not directly connected to the technical definition of change. Lastly, routine maintenance of hardware is a specific activity and does not encompass the wider implications involved in the concept of change within ITIL.