ITIL4F ITIL Service Value System Practice Question
A service desk receives multiple reports of a printer not working after a firmware update. The printer is restored by rolling back the update. Later, the same issue occurs on another printer after a similar update. What should be raised according to ITIL 4?
⚠ Common exam trap
Watch out — candidates often confuse a recurring incident with a problem, thinking a second incident record is sufficient, but ITIL 4 requires a problem record when the same issue repeats to drive root cause analysis and permanent resolution.
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
✓
A problem record to investigate why the firmware update causes failure
The same underlying failure (firmware update causing printer malfunction) has occurred multiple times, indicating a root cause that needs investigation. In ITIL 4, a problem record is raised to analyze the root cause of one or more incidents, not just to restore service. The first occurrence was handled as an incident, but the recurrence signals a problem that requires a permanent fix.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
A problem record to investigate why the firmware update causes failure
Why this is correct
When multiple incidents point to a common underlying cause, ITIL 4 mandates the creation of a problem record. This practice shifts focus from merely restoring service to conducting root cause analysis, aiming to identify and eliminate the fundamental reason for the recurring printer failures. Investigating why the firmware update consistently causes issues is crucial for preventing future incidents and improving overall service stability.
- ✗
An incident record for the second occurrence
Why it's wrong here
While each instance of the printer not working is indeed an incident requiring service restoration, simply logging a second incident record fails to address the emerging pattern. Incident Management primarily focuses on quickly restoring normal service operation, not on identifying underlying causes. Continuing to treat recurring symptoms as isolated incidents prevents proactive investigation and resolution of the systemic issue.
- ✗
A service request for printer maintenance
Why it's wrong here
A service request is designed for pre-defined, routine requests where the outcome is known and typically automated or standardized, such as requesting a new toner cartridge or a standard software installation. It is not appropriate for investigating unexpected service failures or diagnosing complex issues like a printer not working after a firmware update. Such an event requires diagnostic effort, which falls outside the scope of a standard service request.
- ✗
A change request to standardize firmware updates
Why it's wrong here
A change request is formally initiated to implement a new service, modify an existing one, or remove a service, typically after a solution has been identified and planned. At this stage, the underlying problem of why the firmware update causes failure is still under investigation, meaning a definitive solution for standardization has not yet been determined. Raising a change request prematurely, without understanding the root cause, would be an ill-informed action.
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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.