ServiceNow CIS-ITSM free question 5 / 10 · Domain 3: Change Management
A major incident has hit the production payment service, and the engineer raises an emergency change to restore it. In the base-system change process, which statement best describes the approval path this emergency change follows?
- It bypasses group and peer review and goes straight to Authorize for approval by the CAB approval group
- It is pre-approved, so it moves directly to Implement without going through approval
- It completes two levels of approval and the full range of assessments first, the same as a normal change
- It is raised from a catalog template and is reviewed by the Change Management team instead of CAB
Show the answer and explanation
Answer: A
Why this is correct
The documentation describes an emergency change as one that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch. It is of such a high priority that it bypasses group and peer review and approval and goes straight to the Authorization state for approval by the CAB approval group.
Why the other options are wrong
"It is pre-approved, so it moves directly to Implement without going through approval" … Pre-approval belongs to the standard change. An emergency change still needs approval from the CAB approval group.
"It completes two levels of approval and the full range of assessments first, the same as a normal change" … That is the normal change path. An emergency change does not follow the complete normal life cycle because of the speed with which it must be authorized.
"It is raised from a catalog template and is reviewed by the Change Management team instead of CAB" … Requesting from a catalog of templates is how standard changes are raised, not emergency changes.
Key point
What an emergency change skips is the group and peer review, not the CAB authorization. That is the key difference from a standard change, which is pre-approved and needs neither group or peer approval nor CAB authorization.
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