Quick Answer
The answer is Incident Management. This practice is demonstrated because the service desk analyst resolved an unplanned interruption to service—the user’s inability to access the network drive—by quickly restoring normal operations, which is the core purpose of Incident Management in ITIL 4. On the ITIL 4 Foundation exam, this scenario tests your ability to distinguish Incident Management from Problem Management, which seeks root causes, and from Service Requests, which involve pre-approved, low-risk asks like password resets. A common trap is confusing a quick fix with a request; remember that any unplanned outage or degradation is an incident, even if the resolution is simple. For a memory tip, think “Incident = Interruption” and “Problem = Probe”—if the action restores service without investigating the underlying cause, it is Incident Management.
This ITIL4F practice question tests your understanding of itil management practices. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. 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 who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?
Change Enablement
Why wrong: Change Enablement involves assessing and authorizing changes, not resolving incidents.
Service Request Management
Why wrong: A service request is a predefined, pre-approved request; this is an unplanned incident.
Problem Management
Why wrong: Problem Management focuses on root cause analysis, not immediate restoration.
Incident Management
Restoring service quickly is the core of Incident Management.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Incident Management
The analyst is handling an incident (unplanned interruption) by restoring service. This is Incident Management. Option A is correct. Option B (Problem Management) would involve finding root cause. Option C (Service Request) would be for a pre-approved request, not an unplanned issue. Option D (Change Enablement) is about managing changes.
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 Enablement
Why it's wrong here
Change Enablement involves assessing and authorizing changes, not resolving incidents.
Service Request Management
Why it's wrong here
A service request is a predefined, pre-approved request; this is an unplanned incident.
Problem Management
Why it's wrong here
Problem Management focuses on root cause analysis, not immediate restoration.
Incident Management
Why this is correct
Restoring service quickly is the core of Incident Management.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
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
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
ITIL Management Practices — study guide chapter
Learn the concepts, then practise the questions
ITIL Management Practices practice questions
Targeted practice on this topic area only
All ITIL4F questions
1,040 questions across all exam domains
ITIL 4 Foundation study guide
Full concept coverage aligned to exam objectives
ITIL4F practice test guide
How to use practice tests most effectively before exam day
Related practice questions
Use these pages to review the topic behind this question. This is how one missed question becomes focused revision.
Practise ITIL4F questions linked to The Four Dimensions of Service Management.
Practise ITIL4F questions linked to The ITIL Service Value System.
Practise ITIL4F questions linked to ITIL Service Value System.
Practise ITIL4F questions linked to ITIL Guiding Principles.
Practise ITIL4F questions linked to Four Dimensions of IT Service Management.
Practise ITIL4F questions linked to Key Concepts of ITIL 4.
Practise ITIL4F questions linked to ITIL Management Practices.
Practise ITIL4F questions linked to Key Concepts of IT Service Management.
Practise ITIL4F questions linked to ITIL4F fundamentals.
Practise ITIL4F questions linked to ITIL4F scenario.
Practise ITIL4F questions linked to ITIL4F troubleshooting.
Practice this exam
Short sessions build daily habit. Longer sessions build exam-day stamina. Try a timed session to simulate real conditions.
FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
The correct answer is: Incident Management — The analyst is handling an incident (unplanned interruption) by restoring service. This is Incident Management. Option A is correct. Option B (Problem Management) would involve finding root cause. Option C (Service Request) would be for a pre-approved request, not an unplanned issue. Option D (Change Enablement) is about managing changes.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Last reviewed: Jun 21, 2026
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.