ITIL4-PIC Sample Questions & Answers
Change enablement, deployment management, IT asset management, release management and service configuration management share equal top billing, each with its own concepts, processes and roles, tied together through integration that spans value streams and governance.
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- Question 1Advanced
Change Enablement (CE) · Roles and competences
Case Study: GlobalLogistics is migrating its core tracking application to the cloud. The migration involves multiple teams.
The 'Infrastructure Team' needs to provision new virtual private clouds (VPCs).
The 'App Team' needs to deploy the code artifacts.
The 'Security Team' must verify firewall rules.Which statement accurately describes the Change Authority roles in this scenario based on ITIL 4 best practices?
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Correct answer: C
ITIL 4 emphasizes assigning the Change Authority to the person or group who has the best information and is best placed to make the decision. Decentralization prevents bottlenecks. High-risk changes affecting the overall system might go to a higher authority, but team-specific tasks should be authorized locally.
- Question 2Beginner
Change Enablement (CE) · Key Concepts of Change Enablement
When defining a Change Schedule, which of the following information is MOST critical to include to minimize service disruption?
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Correct answer: C
The Change Schedule's primary purpose is to plan changes, assist in communication, avoid conflicts, and assign resources. Knowing maintenance windows (when changes are allowed) and blackout periods (when changes are forbidden) is essential for risk management.
- Question 3IntermediateSelect 2
Change Enablement (CE) · Key Concepts of Change Enablement
Which TWO of the following are typically considered essential inputs for an effective Risk Assessment in Change Enablement? (Select TWO)
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Correct answers: A, C
Risk cannot be assessed without knowing how the change will be done (implementation plan) and what will happen if it fails (remediation plan).
Risk is a combination of probability and impact. Understanding the business impact is crucial for assigning the correct risk level.
- Question 4Advanced
Change Enablement (CE) · CE Processes, Roles, and Practice Success
A DevOps team wants to increase their deployment frequency. They argue that Change Enablement slows them down. How should the Change Enablement practice adapt to support high-velocity IT?
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Correct answer: B
In high-velocity environments, Change Enablement is automated. The 'Change Authority' becomes the automated testing suite. If code passes all tests (unit, integration, security), the change is automatically authorized and recorded, ensuring speed without losing control or visibility.
- Question 5Beginner
Change Enablement (CE) · Key Concepts of Change Enablement
True or False: In the Change Enablement practice, the Change Authority is always the Change Advisory Board (CAB).
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Correct answer: B
The Change Authority is the person or group who authorizes a change. It can vary depending on the change type and risk. It could be a team lead, a product owner, an automated script, or the CAB for high-risk changes. It is NOT always the CAB.
- Question 6Intermediate
Change Enablement (CE) · CE Processes, Roles, and Practice Success
Which metric would BEST indicate the effectiveness of the Change Enablement practice in terms of risk reduction?
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Correct answer: B
The change failure rate (percentage of changes causing incidents/failure) is a direct measure of how effectively the practice manages risk and quality. High volume (Option A) doesn't indicate quality/risk control.
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