ITIL4F ITIL Management Practices Practice Question
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?
⚠ Common exam trap
Watch out — candidates often confuse a 'failing laptop' with an 'incident,' but the question explicitly states the user is eligible for a replacement under an existing policy, making it a service request, not an incident record.
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
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Problem record
Why it's wrong here
A problem record is initiated when one or more incidents indicate an underlying cause that needs investigation and resolution to prevent recurrence. In this scenario, the user's laptop is reported as "failing" but has not necessarily caused an "incident" (unplanned interruption of service) that requires immediate restoration. The request is proactive for a new asset, not reactive to an ongoing service disruption or a pattern of disruptions pointing to a root cause. Therefore, a problem record is not appropriate here.
- ✓
Service request
Why this is correct
A service request is a formal request from a user for something that is part of normal service delivery, such as information, advice, a standard change, or access to a service. A new laptop for a user, especially when their current one is failing, typically falls under a pre-defined, standardized procedure for asset replacement or provisioning. This aligns perfectly with the definition of a service request, which aims to fulfill user needs efficiently and predictably through established channels.
- ✗
Incident record
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. While the user's laptop is reported as "failing," the request is for a *new* laptop, implying the current one is still somewhat functional or the user is being proactive before a complete service outage occurs. The request itself is not an unplanned interruption; it's a request to prevent one or address a deteriorating asset, making it distinct from an active incident that requires urgent restoration.
- ✗
Change request
Why it's wrong here
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services. While replacing a laptop is technically a modification, a *standard* laptop replacement, especially for a user whose existing asset is failing, is typically a pre-approved, low-risk, and frequently performed activity. Such activities are categorized as standard changes, which are often fulfilled as service requests rather than requiring a full change request process for each instance. A change request is usually reserved for non-standard, higher-risk modifications to the IT infrastructure or services.
Go deeper
Related to this question
About these practice questions
Courseiva writes every ITIL4F question from scratch — 805 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.