The answer is a service request. This is correct because, according to ITIL 4, a service request is a pre-defined, pre-approved, and standardized request from a user for a service or item, such as a replacement laptop for a broken one. Unlike an incident, which involves an unplanned interruption or reduction in quality, a laptop replacement follows an established procedure and does not restore a failed service—it fulfills a user’s need for a standard asset. On the ITIL 4 Foundation exam, this distinction is frequently tested; a common trap is confusing a broken device with an incident, but the key is that the user is asking for a pre-approved replacement, not a repair. To remember, think of the “three Ps”: Pre-defined, Pre-approved, and Procedural—if it meets all three, it is a service request, not an incident.
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Service request
This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Incident record
Why it's wrong here
Although the laptop is broken, the request for a replacement is a standard service request, not an incident.
✗
Change request
Why it's wrong here
A change request is for modifications to IT infrastructure, not for ordering standard items.
✗
Problem record
Why it's wrong here
A problem record is for investigating the underlying cause of incidents.
✓
Service request
Why this is correct
The user is requesting a standard item (replacement laptop) that is pre-approved and can be fulfilled via a service request.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Service request — This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
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 contacts the service desk to request a new laptop because their current one is outdated. According to ITIL 4, what type of record should be raised?
medium
A.Problem record
B.Change request
✓ C.Service request
D.Incident record
Why C: A request for a new laptop is a pre-approved, standard item that follows a defined procedure, making it a service request. Option C is correct. Option A is incorrect because there is no unplanned interruption. Option B is incorrect because no underlying cause is being investigated. Option D is incorrect because no change is being made to the service; it's a fulfillment of a request.
Variation 2. A user requests a new laptop because their current one is failing frequently. The service desk analyst determines that the user is eligible for a replacement under the existing policy. What type of record should the analyst create?
medium
A.Problem record
✓ B.Service request
C.Incident record
D.Change request
Why B: The user is requesting a standard, pre-approved service (a laptop replacement under an existing policy), which is a classic service request. Service requests are defined in ITIL 4 as the formal request from a user for something to be provided – such as a new device – and follow a standard, low-risk procedure. This is not an incident (a failure) or a problem (a root cause), and it does not require a change request because the replacement is already authorized by policy.
Variation 3. A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?
hard
A.As a change request
✓ B.As a service request
C.As an incident
D.As a problem
Why B: A request for a standard configuration item is a service request, as it is pre-approved and follows a defined procedure. Option A is correct. Option B is wrong because an incident is an unplanned interruption. Option C is wrong because a problem is the cause of incidents. Option D is wrong because a change request is for changes that may require approval.
Last reviewed: Jun 21, 2026
Question Discussion
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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.
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