ITIL4F ITIL Management Practices Practice Question
A service desk agent is handling a request for a new software installation that is listed in the service catalogue. According to ITIL 4, what type of record should be raised?
⚠ Common exam trap
It's easy for candidates to confuse a service request with a change request, thinking any installation requires a formal change, but ITIL 4 explicitly treats pre-approved, catalogued items as service requests to streamline fulfillment and reduce overhead.
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 the correct record type because the user is asking for a new software installation that is already defined in the service catalogue. According to ITIL 4, a service request is a formal request from a user for something to be provided – for example, access to an application or installation of standard software – and it follows a pre-defined, standardized procedure. This is distinct from an incident (unplanned interruption), a problem (root cause of incidents), or a change (alteration to a service).
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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Service request
Why this is correct
A service request is a formal request from a user for something that is a normal part of service delivery, such as access to a service, information, or a standard IT asset like new software. These requests are typically predefined, often published in a service catalog, and have established, pre-approved workflows for efficient fulfillment. Requesting new software, when it's a standard offering, perfectly aligns with this definition, making it a routine and predictable transaction.
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Change request
Why it's wrong here
A change request, or more accurately, a 'change' in ITIL 4, refers to the addition, modification, or removal of anything that could have a direct or indirect effect on IT services. While deploying new software involves changes to the IT environment, the initial request for a standard, pre-approved software offering is not about altering an existing service or its configuration. Instead, it's a user's request for a standard provision, distinct from a formal proposal to modify the service landscape itself.
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Problem record
Why it's wrong here
A problem record is created to manage the lifecycle of problems, which are the causes of incidents. Its primary purpose is to identify the root cause of one or more incidents, or potential incidents, to prevent their recurrence or minimize their impact. Requesting new software is a proactive and planned activity to fulfill a user need, bearing no relation to service degradation, outages, or underlying issues that would necessitate the diagnostic and resolution activities 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, signifying that something is not working as it should. The goal of incident management is to restore normal service operation as quickly as possible. A request for new software, however, is a planned and often pre-approved activity to provide a standard offering, not an unexpected event that disrupts an existing service. Therefore, it does not qualify as an incident.
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