ITIL4F ITIL Management Practices Practice Question
A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:
⚠ Common exam trap
ITIL4F often tests the distinction between incidents and service requests. Candidates may incorrectly classify a routine request as an incident because it requires action, but the key is whether it is a disruption (incident) or a standard request (service request).
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
✓
Service request
According to ITIL 4, a service request is a formal request from a user for something to be provided, such as a new software installation, password reset, or information. Service requests are a normal part of service delivery and are handled through the request management practice, not incident management. Since the software is already listed in the service catalogue, it is a pre-approved, standard request, making it a service request.
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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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, requiring prompt action to restore normal operation. A customer requesting a new software installation is a planned activity to provide a new capability or enhance an existing one, not to restore a disrupted service. Therefore, this scenario does not fit the definition of an incident, which focuses on restoring normal operations.
- ✓
Service request
Why this is correct
A service request is a formal request from a user for something standard that is part of normal service delivery, often pre-defined and pre-approved within a service catalogue. Requesting a new software installation, especially if it's a standard offering, perfectly aligns with this definition. These requests are typically low-risk, frequently occurring, and follow a standardized process for fulfillment.
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Problem
Why it's wrong here
A problem is the cause, or potential cause, of one or more incidents. Problem management focuses on identifying the root causes of incidents and managing workarounds and known errors to prevent recurrence. A customer's request for a new software installation is a proactive demand for a service, not an investigation into an underlying defect or recurring service disruption.
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Emergency change
Why it's wrong here
An emergency change is a change that must be implemented as soon as possible, typically to resolve a major incident or implement a critical security fix, bypassing some normal change approval steps due to extreme urgency. A routine request for a new software installation, even if desired quickly, does not meet the criteria for an emergency change, which is reserved for situations requiring immediate restoration of service or mitigation of severe business impact.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert exam blueprint
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.