ITIL4F ITIL Management Practices Practice Question
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 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
This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).
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
An incident record is created when there is an unplanned interruption to a service or a reduction in the quality of a service, requiring prompt restoration. While a broken laptop might have caused a service interruption for the user, the act of *requesting a new laptop* is not the reporting of that interruption itself. Instead, it is a request for a pre-defined service offering to acquire a new asset, distinct from the immediate restoration of a failed service component.
- ✗
Change request
Why it's wrong here
A change request, or Request for Change (RFC), is used to initiate and manage the addition, modification, or removal of anything that could have a direct or indirect effect on services. Requesting a standard replacement laptop, which is a pre-approved and cataloged item, does not represent a modification to the IT infrastructure, services, or their configurations. This action falls under standard operational fulfillment, not a controlled change to the service design or environment.
- ✗
Problem record
Why it's wrong here
A problem record is created to manage the investigation of the underlying causes of one or more incidents, with the goal of preventing future incidents or minimizing their impact. The user's request for a new laptop is a direct need for a standard item, not an initiation of a diagnostic process to identify the root cause of a recurring issue or a single laptop failure. Problem management focuses on proactive or reactive analysis, not direct service provision.
- ✓
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, such as information, advice, a standard change, or access to a service. Requesting a replacement laptop, which is a pre-defined, pre-approved, and typically cataloged item, aligns perfectly with the definition of a service request. These requests are usually fulfilled through established, streamlined processes, often with minimal or no approval required beyond initial submission.
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Same concept, more angles
3 more ways 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 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 request that follows a defined procedure, making it a service request. Option C is correct. Option A is incorrect because a problem record is used to investigate the root cause of one or more incidents, not to fulfill a routine request. Option B is incorrect because a change request is for altering existing services, not for providing standard items. Option D is incorrect because an incident record is for unplanned interruptions or reductions in service quality, not for fulfilling a standard 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, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.
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.