ITIL4F ITIL Management Practices Practice Question
A service desk analyst receives a call from a user requesting a new laptop because their current one is slow. According to ITIL 4, how should this request be classified?
⚠ Common exam trap
A common mix-up: candidates confuse a user's request for a new device with an incident or problem because the current device is slow, but ITIL 4 clearly separates service requests (standard, pre-approved asks) from incidents (service interruptions) and problems (root cause analysis).
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, because the user is asking for a new device, which is a standard request
According to ITIL 4, a service request is a formal request from a user for something to be provided – for example, a new laptop. This is a standard, pre-approved change that follows a defined procedure, not an unplanned interruption or a failure. The user is not reporting an incident (the laptop is slow but still operational) or a problem; they are asking for a new asset as part of normal service delivery.
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, because the user is experiencing a slow laptop
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. While a slow laptop could potentially be an indicator of an underlying incident, the user's explicit action is requesting a new device, not reporting a service failure that requires immediate restoration to normal operation. The user is not seeking to fix their current laptop's performance as an urgent issue, but rather to obtain a different asset, which is a distinct type of interaction.
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Change request, because a new laptop requires changes to the asset register
Why it's wrong here
A change, within ITIL 4, refers to the addition, modification, or removal of anything that could have a direct or indirect effect on services. While provisioning a new laptop undoubtedly involves a change (e.g., updating configuration items in the Configuration Management System or asset register), the user's initial interaction is not a proposal for such a change. Instead, the user is submitting a request for a predefined service, which will then trigger the necessary change enablement activities to fulfill that service request.
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Service request, because the user is asking for a new device, which is a standard 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, such as a request for information, advice, a standard change, or access to a service. Requesting a new device, especially when it aligns with predefined organizational policies for hardware provision (e.g., for new hires or scheduled refreshes), perfectly fits this definition. These requests are typically low-risk, frequently occurring, and often have established, sometimes automated, fulfillment procedures.
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Problem, because the slow performance may be a recurring issue
Why it's wrong here
A problem, in ITIL 4, is defined as a cause, or potential cause, of one or more incidents. Problem management focuses on identifying these underlying causes, managing workarounds, and known errors to prevent future incidents or reduce their impact. The user's interaction is a direct request for a new device, not an investigation into the root cause of recurring service interruptions or a report of an unknown underlying issue affecting multiple users or services.
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Senior Network & Security Engineer · founder of Courseiva
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