Question

A network engineer proposes upgrading a firewall's firmware to a newer version. During a review meeting, a colleague asks whether this work should be formally recorded as a 'change' according to ITIL 4. Based on the ITIL definition of a change, which statement is correct?

Accepted Answer

Yes, because a change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

Answer

No, because firmware upgrades are considered incidents that must be logged separately.

Answer

No, because only new hardware purchases qualify as changes under ITIL.

Answer

Yes, but only if the upgrade fails and causes an unplanned interruption to service.