ITIL 4 Foundation Practice Exam

What is the primary function of the change control practice?

1. Documenting service incidents

2. Ensuring risks are assessed and managing changes

3. Improving customer relationships

4. Formulating emergency plans

The correct answer is: Ensuring risks are assessed and managing changes

The primary function of the change control practice centers on assessing risks and managing changes within an organization's services and infrastructure. This practice is crucial because it helps to ensure that any alterations made to systems or processes do not negatively impact the organization’s performance or its ability to provide services. Change control involves evaluating the potential impacts of a change prior to its execution, thereby allowing organizations to make informed decisions. This practice not only helps mitigate risks associated with changes but also contributes to establishing a structured approach for how changes are proposed, assessed, approved, and implemented. By managing these changes effectively, organizations can maintain operational stability and minimize disruptions, which is vital in an IT environment where services must remain consistent and reliable. While documenting service incidents, improving customer relationships, and formulating emergency plans are important activities within IT service management, they do not encapsulate the specific aim of the change control practice like the assessment of risks and management of changes does. Each of these activities contributes to overall service management, but they serve different objectives and functions within the broader framework of ITIL.