Which two needs should ‘change control’ BALANCE?

1. The need to assess risks and expected benefits

2. The need to manage a change in schedule

3. The need to make beneficial changes

4. The need to protect customers and users

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

Correct Answer

C. 3 and 4

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Detailed Explanation

In ITIL 4, the Change Control practice is responsible for managing changes to services, systems, and processes while balancing two crucial needs: the need to make beneficial changes (3) and the need to protect customers and users (4). This balance ensures that changes contribute positively to service performance without negatively impacting user experience or service stability.

The Role of Change Control in ITIL 4

Change control is vital for managing and authorizing changes in a controlled manner. By assessing each change request, organizations can identify potential risks, minimize disruption, and ensure that changes align with business goals.

1. Making Beneficial Changes: Changes are often necessary to improve services, meet new business requirements, or adopt technological advancements. Change control ensures that such changes are beneficial, aligning with the organization’s strategic goals while enhancing service quality.

2. Protecting Customers and Users: While implementing changes, it is critical to consider the potential impact on customers and users. Changes that are not thoroughly vetted can lead to service disruptions, security vulnerabilities, or performance issues. Change control aims to protect end users by assessing these risks and implementing safeguards as needed.

Key Steps in Balancing Change Control

1. Risk Assessment: Each change request undergoes a risk assessment to identify possible consequences. High-risk changes may require additional scrutiny or a phased approach to minimize impact.

2. Change Authorization: Only changes that demonstrate a positive impact and manageable risk levels are approved.

3. Stakeholder Involvement: Engaging relevant stakeholders in the change process helps ensure that all perspectives are considered, balancing the benefits of change with potential risks.

Real-World Example

Consider an organization planning to update its customer relationship management (CRM) software. This change could enhance service efficiency but may disrupt workflows if not implemented carefully. The change control process assesses the potential benefits, like improved data processing, while protecting users by scheduling the update during off-peak hours and providing staff training.

Importance of Balancing Change and Protection

Change control is critical for organizations undergoing digital transformation, as it enables them to innovate without compromising reliability. By carefully managing changes, organizations can foster growth, improve service quality, and maintain customer trust.

Next- What is the Purpose of ITIL 4 Information Security Management?