ITIL 4 Foundation Practice Exam

Which statement best defines a 'change' under ITIL?

1. A modification that alters the state of a service

2. A routine check on existing services

3. A formal complaint from a user

4. A scheduled maintenance task

The correct answer is: A modification that alters the state of a service

The definition of a 'change' in ITIL emphasizes the alteration of a service's state, which is precisely captured in your chosen statement. In the context of ITIL, a 'change' refers to any addition, modification, or removal of anything that could affect IT services. This encompasses changes to services, configurations, and documentation, thereby enabling organizations to enhance or repair their service offerings. By characterizing a change as a modification that alters the state of a service, it becomes clear that such modifications are fundamental to managing and improving service delivery. This approach also underlines the importance of proper change management to ensure that alterations lead to desired outcomes without disrupting existing services. In contrast, the other options describe processes or activities that do not directly align with the definition of a change. For instance, routine checks on existing services focus on operational maintenance rather than modifications to service states. A formal complaint from a user is more aligned with customer feedback and does not imply any alteration of the service itself. Scheduled maintenance tasks are crucial for ensuring the reliability and availability of services but are not inherently defined as changes unless they involve altering a service's configuration or functionality.