ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. 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 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?
Incident, because the user is experiencing a slow laptop
Why wrong: The user is not reporting a failure but asking for a new device; this is a service request.
B
Change request, because a new laptop requires changes to the asset register
Why wrong: While a change may be needed, the initial user interaction is a service request. Change Enablement manages the change, but the request itself is a service request.
C
Service request, because the user is asking for a new device, which is a standard request
New hardware requests that are predefined and pre-approved are service requests.
D
Problem, because the slow performance may be a recurring issue
Why wrong: A problem is the underlying cause of incidents; this is not a problem record.
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
Option C is correct because, 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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Incident, because the user is experiencing a slow laptop
Why it's wrong here
The user is not reporting a failure but asking for a new device; this is a service request.
✗
Change request, because a new laptop requires changes to the asset register
Why it's wrong here
While a change may be needed, the initial user interaction is a service request. Change Enablement manages the change, but the request itself is a service request.
✓
Service request, because the user is asking for a new device, which is a standard request
Why this is correct
New hardware requests that are predefined and pre-approved are service requests.
Related concept
Read the scenario before looking for a memorised answer.
✗
Problem, because the slow performance may be a recurring issue
Why it's wrong here
A problem is the underlying cause of incidents; this is not a problem record.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that 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).
Detailed technical explanation
How to think about this question
In ITIL 4, service requests are typically handled through a service catalog and request fulfillment process, which includes predefined workflows, approvals, and fulfillment steps. The distinction between a service request and a change request hinges on whether the request is for a standard, pre-approved item (like a new laptop from a catalog) versus a non-standard modification that requires a change advisory board (CAB) review. In real-world implementations, service requests often trigger automated provisioning workflows (e.g., via ITSM tools like ServiceNow), while incidents and problems are tracked separately with different SLAs and escalation paths.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
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
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Service request, because the user is asking for a new device, which is a standard request — Option C is correct because, 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.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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