How does Change Management typically interact with incidents in ITIL?

Change Management in ITIL is fundamentally concerned with managing changes to the IT environment in a controlled manner, which includes understanding how those changes can impact existing services and processes. The correct response highlights the relationship between Change Management and incidents — specifically, that changes can lead to incidents if they are not properly managed or executed.

When a change is implemented, there are potential risks associated with it that can result in disruptions or new incidents. Therefore, one of the key interactions between Change Management and Incident Management is that Change Management takes into account previously logged incidents, analyzing if a specific change was the cause, or if it can resolve existing incidents. If a change resolves an incident, it is documented in Change Management to help reduce similar issues in the future. This interaction emphasizes the necessity of coordination between teams to minimize service disruptions and enhance overall service quality.

In contrast, while reducing the number of incidents reported might be an indirect benefit of effective Change Management, it does not specifically describe the direct interaction between these processes. Communicating with users regarding resolved incidents is more closely associated with Incident Management’s role and does not encapsulate how Change Management interacts with those incidents. Lastly, stating that Change Management replaces the need for Incident Management misrepresents their relationship; both processes coexist and