Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is an effective way to manage changes in IT service management?

1. Implement changes as quickly as possible

2. Document the change process

3. Seek stakeholder approval for every change

4. Configure a dedicated change team

The correct answer is: Document the change process

Documenting the change process is essential in IT service management for several reasons. First, clear documentation ensures that all users are aware of the procedures, roles, and responsibilities involved in the change management process. This clarity helps prevent miscommunication and errors during change implementation. Additionally, documented procedures provide a consistent framework that can be followed for every change, which promotes standardization and efficiency. Moreover, thorough documentation serves as a valuable resource for future changes, providing a historical reference that can help identify what has worked well or what needs improvement. This practice also supports compliance and governance by creating an official record that can be reviewed during audits or inspections. While seeking stakeholder approval, forming a dedicated change team, and implementing changes quickly may have their merits, they may not ensure the consistency, clarity, and accountability that well-documented processes provide. It's the systematic approach to documenting changes that ultimately leads to reduced risk and disruption in IT services.