ITIL 4 Foundation Practice Exam

What does the term "change management" refer to in the ITIL framework?

1. A process of monitoring service outcomes

2. A practice for implementing organizational changes

3. A tool for assessing technology needs

4. A method for enhancing employee training

The correct answer is: A practice for implementing organizational changes

In the ITIL framework, "change management" specifically refers to a practice focused on ensuring that changes to services and systems are executed effectively and efficiently. This practice is critical for minimizing disruptions while maximizing the benefits of those changes. It involves a structured approach to managing changes, including assessing risks, obtaining necessary approvals, planning the changes, and ensuring proper communication among stakeholders. Change management aims to facilitate and control changes in a way that maintains service quality and supports organizational goals. By establishing standardized methodologies for dealing with changes, organizations can improve their ability to adapt to new technologies, business processes, or regulatory requirements, ultimately helping them achieve greater operational stability and resilience. The other options, although relevant to different aspects of IT management, do not accurately capture the focused intent of change management within the ITIL framework. Monitoring service outcomes, assessing technology needs, and enhancing employee training are important components of overall service management but are not specifically what change management entails.