This ITIL4F practice question tests your understanding of itil service value system. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
Change request
Why wrong: A change request is for modifications to infrastructure.
Problem record
Why wrong: Problems investigate root causes.
Incident record
Why wrong: Incidents are unplanned disruptions.
Service request
New user accounts are standard service requests.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
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).
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Change request
Why it's wrong here
A change request is for modifications to infrastructure.
Problem record
Why it's wrong here
Problems investigate root causes.
Incident record
Why it's wrong here
Incidents are unplanned disruptions.
Service request
Why this is correct
New user accounts are standard service requests.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
The trap here is that 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.
Detailed technical explanation
In ITIL 4, service requests are typically fulfilled through a service request management process that uses pre-defined workflows and automation, such as an identity management system (e.g., Active Directory or LDAP) to provision the account. Unlike changes, service requests follow a standard operating procedure (SOP) with minimal risk assessment, often bypassing the change advisory board (CAB). This distinction is critical in real-world IT operations where high-volume requests like account creation must be handled efficiently without clogging the change or incident management queues.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
ITIL Service Value System — This question tests ITIL Service Value System — Read the scenario before looking for a memorised answer..
The correct answer is: 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).
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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