ITIL4F ITIL Service Value System Practice Question
A customer requests the creation of a new user account for a new employee. According to ITIL 4, what type of record should be raised?
⚠ Common exam trap
Many candidates confuse a service request with a change request, thinking that any action that alters the IT environment (like adding a user) must be a change, but ITIL 4 explicitly categorizes pre-approved, standard activities as service requests, not changes.
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 formal request from a user for something to be provided – for example, for information, advice, or access to an IT service. Creating a new user account is a standard, pre-defined request that does not involve a change to the service or an unplanned interruption, so it fits the ITIL 4 definition of a service request (option D).
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 in ITIL 4 is a formal proposal for a non-standard modification to a service or service component, requiring assessment and authorization to manage potential risks and impacts. Creating a new user account is typically a standard, pre-authorized procedure, not a non-standard modification to the underlying infrastructure itself, and therefore does not necessitate the full change management process.
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Problem record
Why it's wrong here
A problem record is created when the root cause of one or more incidents needs to be investigated and resolved to prevent recurrence or minimize impact. A request for a new user account is a routine operational task, not an indication of an underlying error or defect within a service that requires root cause analysis. Therefore, it does not fit the purpose of problem management.
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Incident record
Why it's wrong here
An incident record documents an unplanned interruption to a service or a reduction in the quality of a service, aiming to restore normal service operation as quickly as possible. A customer requesting a new user account is a planned, standard request for a service provision, not an unexpected disruption or a failure of an existing service. Thus, it is not an incident.
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Service request
Why this is correct
A service request is a pre-defined, pre-approved request from a user for information, advice, or a standard change, such as the provision of a new user account. These requests are typically low-risk, routine, and often fulfilled through automated processes or simple, well-documented procedures. Creating a new user account perfectly aligns with the definition of a standard service offering.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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