ITIL4F ITIL Management Practices Practice Question
A user contacts the service desk to request a new laptop because their current one is outdated.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?
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
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Service request
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Problem record
Why it's wrong here
A problem record is initiated when there is a need to identify the root cause of one or more incidents or to prevent future incidents. Requesting a new laptop is a proactive user action, not a reactive response to a service failure or a recurring issue that requires deep analysis to find an underlying cause. Therefore, it does not warrant the creation of a problem record.
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Change request
Why it's wrong here
A change request, under the Change Enablement practice, is typically used for formal alterations to services, products, or their components, often requiring assessment, authorization, and rigorous planning to manage risk. While a new laptop represents a change in a user's assets, providing standard, pre-approved equipment is generally handled through service request fulfillment, not as a formal change requiring extensive governance. This distinction streamlines the delivery of common user needs.
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Service request
Why this is correct
A service request is a formal request from a user for something that is a standard part of service delivery, such as requesting information, a standard change, or access to a service. Obtaining a new laptop falls squarely into this category as it is a pre-defined, pre-approved offering within the service catalog, designed for efficient and often automated fulfillment. This practice ensures consistent and timely provision of common user needs.
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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. A user requesting a new laptop is not experiencing any disruption to their current service or a degradation of quality; rather, they are initiating a request for a new or additional resource. Therefore, this situation does not meet the criteria for an incident.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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