ServiceNow Certified System Administration Practice

Which entity is primarily responsible for managing change requests?

1. Incident Management

2. Change Management

3. Problem Management

4. Service Catalog

The correct answer is: Change Management

Change Management is the entity primarily responsible for managing change requests because it is specifically designed to handle the planning, approval, implementation, and review of changes within an organization. This framework ensures that changes are made systematically and with minimal disruption to services, thereby aligning with the goals of IT Service Management. In this context, Change Management is critical for assessing risks, managing the change lifecycle, and securing the necessary approvals from stakeholders. It ensures documentation of changes for future reference and compliance, which is essential for maintaining service quality and stability. On the other hand, Incident Management focuses on restoring services as quickly as possible after a disruption, while Problem Management seeks to identify the root causes of incidents and prevent future occurrences. The Service Catalog serves as a repository for available services and their details but does not manage the actual requests for change. Each of these areas plays a unique and important role in IT service management, but Change Management is specifically designated for managing change requests.