ITIL 4 Foundation Practice Exam

What is the role of a change authority?

1. Supervising the service desk

2. Authorizing changes within the organization

3. Assessing customer needs

4. Managing service level agreements

The correct answer is: Authorizing changes within the organization

The role of a change authority in an organization is primarily centered around the authorization of changes. This individual or group is responsible for reviewing and approving proposed changes within the service management process. By fulfilling this role, the change authority ensures that changes are aligned with business objectives, risk management strategies, and operational stability. Their decisions are crucial in maintaining control over the change management process, preventing unauthorized changes that could lead to service disruptions or degraded quality. Authorizing changes allows the change authority to oversee the entire change lifecycle, ensuring that all changes are assessed for their impact and that adequate resources are allocated for their implementation. This level of oversight is vital for balancing the need for change with the necessity of maintaining service integrity and reliability. In contrast, the other options focus on different roles or responsibilities within the organization that do not specifically relate to the authorization of changes. Supervising the service desk pertains to managing front-line support teams, while assessing customer needs involves gathering and understanding user requirements rather than directly impacting change decisions. Managing service level agreements is tied to ensuring that the services provided meet agreed-upon standards but does not encompass the change authorization process. Therefore, the primary focus of the change authority is on the authorization aspect, which is reflected in the correct choice.