ITIL4F ITIL Management Practices Practice Question
A company allows employees to request new software through a pre-approved catalogue. Which type of request is this?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
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Service request
A service request is a pre-defined, pre-approved request for a standard service, often from a service catalogue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Change request
Why it's wrong here
A Change Request, or Request for Change (RFC), is a formal proposal for an alteration to a service, product, or system. It is typically used for non-standard modifications, additions, or removals that require assessment of risks, benefits, and resources, such as deploying a major new system or modifying core infrastructure. Requesting a pre-approved, cataloged software item is a routine user action, not a significant alteration requiring a full change process.
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Incident
Why it's wrong here
An Incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. The primary objective of incident management is to restore normal service operation as quickly as possible, minimizing the adverse impact on business operations. Requesting new software is a proactive user action to acquire a resource, not a reactive response to a service failure or degradation.
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Service request
Why this is correct
A Service Request is a formal request from a user for something that is a standard part of service delivery, typically pre-defined and often automated. These requests are usually initiated through a service catalogue and can include actions like requesting access to a system, obtaining information, or acquiring a pre-approved piece of software. It represents a normal, expected interaction between a user and the service provider, designed for efficient fulfillment.
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Problem
Why it's wrong here
A Problem is a cause, or potential cause, of one or more incidents. Problem management focuses on identifying the root causes of incidents, reducing the likelihood and impact of future incidents, and eliminating recurring incidents. Requesting new software is a user-initiated action to fulfill a need, completely unrelated to diagnosing or resolving underlying causes of service disruptions or preventing future service failures.
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Senior Network & Security Engineer · founder of Courseiva
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