Question

A service desk analyst regularly resets user passwords using a well-documented, low-risk procedure that has been pre-approved by the change authority. The steps never vary and no additional assessment is required each time. Under ITIL 4 change enablement, how should this type of change be classified?

Accepted Answer

As a standard change, because it is low-risk, pre-authorized, and follows a documented repeatable procedure

Answer

As a normal change, because every change must be assessed and scheduled individually before implementation

Answer

As an emergency change, because it must be implemented quickly to restore user access

Answer

As a service request only, because change enablement does not apply to routine desk activities