ITIL4F ITIL Management Practices Practice Question
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?
⚠ Common exam trap
Many exam-takers confuse a 'permission reset' with a 'service request' (Option B), but the key differentiator is that the user reported an unplanned interruption (cannot access), not a standard request for new access, making it an incident by definition.
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
✓
Incident Management
The analyst resolved an unplanned interruption to a service (network drive access) by restoring normal service operation as quickly as possible. This aligns with the Incident Management practice, which focuses on minimizing the negative impact of incidents by returning to normal service operation. The immediate reset of permissions is a standard incident resolution step, not a planned change or a service request.
Answer analysis
Option-by-option breakdown
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, formerly Change Management, focuses on minimizing the risk and impact of planned changes to services, products, or components. It involves assessing, authorizing, and scheduling deliberate modifications to ensure they deliver value without undue disruption. A user unable to access a system is an unplanned event requiring immediate restoration, not a process for managing a deliberate modification.
- ✗
Service Request Management
Why it's wrong here
Service Request Management handles predefined, pre-approved requests for information, standard services, or access to a service component. These are typically routine, low-risk, and often have a known fulfillment procedure. A user experiencing an inability to access a system represents an unplanned interruption to a service, which falls outside the scope of a standard, pre-approved service request.
- ✗
Problem Management
Why it's wrong here
Problem Management is concerned with reducing the likelihood and impact of incidents by identifying and resolving their underlying root causes. It involves activities like trend analysis, diagnosis, and proposing permanent solutions or workarounds. While crucial for long-term service stability, its focus is not the immediate restoration of service functionality for an active disruption, but rather preventing recurrence.
- ✓
Incident Management
Why this is correct
Incident Management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. A user unable to access a system directly fits this definition, making immediate restoration the core activity of Incident Management.
Visual reference
Go deeper
Related to this question
About these practice questions
This ITIL4F question is part of Courseiva's 805-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.