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A user contacts the service desk to request a new laptop because their current one is outdated.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?
⚠ Common exam trap
ITIL4F often tests the confusion between service requests and change requests, especially when fulfilling a request might involve a change; candidates must remember that the user-facing record is a service request, not a change.
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 service request is the correct record type because the user is asking for something standard and pre-approved, such as a new laptop, rather than reporting a fault or outage. In ITIL 4, service requests are a normal part of service delivery and are handled through the request management practice, not incident or problem management. The request may trigger a change later, but the initial record 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.
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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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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert exam blueprint
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