ITIL4F ITIL Management Practices Practice Question
A service desk analyst receives a call from an executive who is unable to print from her laptop. The analyst resolves the issue by restarting the print spooler. According to ITIL 4, how should this interaction be recorded?
⚠ Common exam trap
A common mix-up: candidates confuse a 'service request' with any user call for help, but ITIL 4 strictly distinguishes between a request for something new (service request) and a report of a service failure (incident), even if the fix is simple like restarting a service.
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
✓
As an incident
This interaction is recorded as an incident because the executive experienced an unplanned interruption to the printing service (failure to print), which directly aligns with the ITIL 4 definition of an incident: any unplanned reduction in service quality. Restarting the print spooler is a restoration action that returns the service to normal operation, not a permanent fix or a request for something new.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
As a problem
Why it's wrong here
Classifying this as a problem would be incorrect because a problem, in ITIL 4, is defined as the cause of one or more incidents, or a potential cause of future incidents. The scenario describes a single, immediate service disruption (an incident), not the underlying, unknown cause that led to the printer failure. Identifying a problem typically involves investigating recurring incidents or a significant single incident to find and resolve its root cause.
- ✓
As an incident
Why this is correct
This situation should be classified as an incident because an incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. The executive's printer not working represents an unexpected disruption to their ability to perform work, directly impacting their productivity. The primary goal of incident management is to restore normal service operation as quickly as possible to minimize business impact.
- ✗
As a service request
Why it's wrong here
This is not a service request because service requests are typically pre-defined, routine requests for information, provision of a service component, or access to a service. An executive's printer suddenly failing is an unexpected disruption, not a standard, pre-approved request for a new service or a routine action. Service requests are about fulfilling user needs through established processes, not resolving unplanned service failures.
- ✗
As a change request
Why it's wrong here
Classifying this as a change request is incorrect because a change request, or change enablement, is used to manage the addition, modification, or removal of anything that could have a direct or indirect effect on services. Restarting a printer spooler is a standard operational task, often part of incident resolution, and does not constitute a formal change to a service, configuration item, or its baseline. It's a routine fix, not a planned alteration.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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