ITIL4F Key Concepts of ITIL 4 Practice Question
A user calls the service desk to request a new laptop because their current one is slow. According to ITIL 4, how should this be categorized?
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
✓
Service request
A service request is a formal request for something to be provided – for example, for a new laptop. An incident is an unplanned service interruption; slowness could be an incident if it's a degradation, but a request for a new device is 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 request
Why it's wrong here
A change request, or Request for Change (RFC), is a formal proposal to modify or add a service or service component, typically managed by the Change Enablement practice. While provisioning a new laptop involves underlying changes to the IT environment, such as asset registration or network configuration, the user's initial interaction with the service desk for a standard, pre-defined item is not an RFC itself. RFCs are usually reserved for non-standard alterations, often requiring assessment and authorization by a change authority.
- ✓
Service request
Why this is correct
A service request is a formal request from a user for something that is a normal part of service delivery, typically pre-defined, pre-approved, and often automated. Requesting a new laptop falls squarely into this category, as it's a standard offering within the service catalog, handled efficiently by the Service Request Management practice. These requests are usually low-risk, frequently occurring, and have a clear, established fulfillment process.
- ✗
Incident
Why it's wrong here
An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. The user's request for a new laptop does not indicate any existing service interruption or degradation; rather, it is a proactive request for a new provision or asset. The Incident Management practice focuses on restoring normal service operation as quickly as possible, which is distinct from fulfilling a new asset request.
- ✗
Problem
Why it's wrong here
A problem is the cause, or potential cause, of one or more incidents. The Problem Management practice aims to identify the root causes of incidents and recommend solutions to prevent recurrence. A user simply requesting a new laptop is not an underlying cause of service disruption; it is a legitimate demand for a service offering, completely unrelated to identifying and resolving systemic issues within the IT infrastructure.
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Same concept, more angles
1 more way this is tested on ITIL4F
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A user calls the service desk to request a new laptop because their current one is slow and outdated. However, the user's manager wants the request handled as an incident because the laptop is affecting productivity. According to ITIL 4, how should this request be classified?
hard- A.Change request, because it involves replacing hardware
- ✓ B.Service request, because it is a request for a new asset
- C.Incident, because the user cannot work effectively
- D.Problem, because the root cause of slowness needs investigation
Why B: This request is a service request because the user is asking for a new laptop as a pre-defined, standard item, not reporting a disruption to an existing service. ITIL 4 defines a service request as a formal request for something to be provided, such as access to a new asset. The user's inability to work effectively does not change the classification; the underlying issue is a need for a new asset, not an unplanned interruption.
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.