Which type of event or activity can trigger a service Change, which would need to be catered for in
the Service Management plan?

A.
Major Incident

B.
Service improvement activities

C.
System Lifecycle Management

D.
Urgent Change

Explanation:

A) Incorrect. This is an event within a process, the process is designed to handle these events, and so
it does not affect the Service Management plan.
B) Correct. Improving the service implies changes to the processes and service and consequently
affects the Service Management plan.
C) Incorrect. System Lifecycle Management manages the lifecycle of IT systems; this does not affect
the Service Management plan.
D) Incorrect. This is an event within a process. The process is designed to handle these events, and so
this does not affect the Service Management plan.