Change Management is used to ensure that standardized methods and procedures are used for
efficient handling of all changes. Who decides the category of a change?

A.
The Problem Manager

B.
The Process Manager

C.
The Change Manager

D.
The Service Desk
E: The Change Advisory Board

Explanation:
The Change Manager authorizes and documents all changes in the IT Infrastructure and its
components (CIs) to maintain a least amount of interruptive effects after the running operation. The
succession of the individual stages is planned and communicated to recognize any overlapping as
early as possible. In the case of further-reaching changes, he involves the Change Advisory Board
(CAB).
Answer option A is incorrect. The Problem Manager takes on research for the core causes of
Incidents, and therefore he ensures the durable elimination of interruptions. If possible, he makes
short-term solutions (Workarounds) available to Incident Management. The Problem
Manager develops ultimate solutions for Known Errors. He also engages in the prevention of
interruptions (Pro-active Problem Management), i.e. via a trend-analysis of vital services or historical
Incidents.
Answer option B is incorrect. The Process Manager is responsible for planning and coordinating all
Process Management activities. He supports all parties involved in managing and improving
processes, in particular the Process Owners. This role will also coordinate all Changes to processes,
thereby making sure that all processes cooperate in a seamless way.
Answer option D is incorrect. The Service Desk is a primary IT capability called for in IT Service
Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is
intended to provide a Single Point of Contact (“SPOC”) to meet the communication needs of both

Users and IT, and to satisfy both Customer and IT Provider objectives. (“User” refers to the actual
user of the service, while
“Customer” refers to the entity that is paying for service)
Answer option E is incorrect. The Change Advisory Board (CAB) is a group of people that advises the
Change Manager in the assessment, prioritization, and scheduling of Changes. This board is usually
made up of representatives from all areas within the IT Service Provider, the Business, and Third
Parties such as Suppliers.
ITIL v3 Study Guide, Published with the permission of the Office of Government
Commerce (OGC)