ITIL4F ITIL Management Practices Practice Question
A user contacts the service desk requesting a new software license for a standard application that is listed in the service catalogue. According to ITIL 4, how should this request be classified?
⚠ Common exam trap
It's easy for candidates to confuse a service request with a change request because both involve a request for something new, but ITIL 4 clearly separates them based on whether the request is pre-authorized and standardized (service request) or requires formal assessment and authorization (change request).
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 a service request
This request is classified as a service request because the user is asking for a new software license for a standard application already listed in the service catalogue. According to ITIL 4, a service request is a pre-defined, standardized request from a user for information, advice, access, or a service component (like a license) that does not involve a failure or a change to the live environment. The request follows an established, low-risk procedure and does not require a formal change authorization.
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 service request
Why this is correct
A service request is a formal request from a user for something standard and pre-defined, typically available through a service catalogue. Requesting a new software license falls under this category as it's a common, repeatable, and usually pre-approved fulfillment item, rather than an unexpected interruption or a complex change. The service request management practice ensures efficient and standardized handling of such user needs.
- ✗
As a problem, because the user cannot access the software
Why it's wrong here
A problem is the cause of one or more incidents, or a potential cause of future incidents, and requires root cause analysis to identify and resolve. In this scenario, the user cannot access the software because they lack a license, not due to an underlying fault or defect in the service itself. This is a request for a new capability, not an investigation into a recurring service failure.
- ✗
As an incident, because it requires action from IT
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 is not experiencing a disruption to an existing service they are entitled to use; instead, they are requesting access to a new service or capability. While it does require action from IT, this action is for fulfillment, not restoration of service.
- ✗
As a change request, because a new license changes the environment
Why it's wrong here
A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services. While providing a new software license technically alters the IT environment, it is typically a pre-approved, low-risk, and routine action classified as a standard change. Such standard changes, when initiated by a user, are most efficiently handled and logged as service requests for streamlined fulfillment, rather than going through the more extensive change enablement process.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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