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 requests a new laptop because their current one is slow. After investigation, the service desk determines the laptop is under warranty and a replacement can be ordered. According to ITIL 4, how should this request be classified?
Incident, because the user is experiencing poor performance
Why wrong: Poor performance may be an incident if it is an unplanned interruption, but the user is requesting a replacement, not reporting a disruption.
B
Service request, because it is a request for a new laptop that can be fulfilled through a standard process
Service requests are pre-approved and typically involve standard changes.
C
Problem, because slow performance may indicate an underlying issue
Why wrong: Problems are investigations of root causes, not requests for new hardware.
D
Normal change, because a laptop replacement requires authorization
Why wrong: Normal changes require assessment and authorization; a laptop replacement is typically a standard change if pre-approved.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Service request, because it is a request for a new laptop that can be fulfilled through a standard process
This is a service request because it is a pre-defined, pre-approved request for a new laptop (fulfillment of a standard change). It is not an incident because the laptop is still functional, just slow.
Key principle: Authentication proves identity; authorization controls what that identity can do after login. Both must work for full privileged access.
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, because the user is experiencing poor performance
Why it's wrong here
Poor performance may be an incident if it is an unplanned interruption, but the user is requesting a replacement, not reporting a disruption.
✓
Service request, because it is a request for a new laptop that can be fulfilled through a standard process
Why this is correct
Service requests are pre-approved and typically involve standard changes.
Related concept
Authentication checks who the user is.
✗
Problem, because slow performance may indicate an underlying issue
Why it's wrong here
Problems are investigations of root causes, not requests for new hardware.
✗
Normal change, because a laptop replacement requires authorization
Why it's wrong here
Normal changes require assessment and authorization; a laptop replacement is typically a standard change if pre-approved.
Common exam traps
Common exam trap: authentication is not authorization
Logging in proves the user can authenticate. It does not automatically mean the user is allowed to enter privileged or configuration mode. Watch for AAA authorization, privilege level and command authorization details.
Detailed technical explanation
How to think about this question
This kind of question is testing the difference between identity and permission. A user may successfully log in to a router because authentication is working, but still fail to enter configuration mode because authorization is missing, misconfigured or mapped to a lower privilege level.
KKey Concepts to Remember
Authentication checks who the user is.
Authorization controls what the user is allowed to do after login.
Privilege levels affect access to EXEC and configuration commands.
AAA, TACACS+ and RADIUS can separate login success from command access.
TExam Day Tips
→Do not assume successful login means full administrative access.
→Look for words such as cannot enter configuration mode, privilege level, authorization or command access.
→Separate login problems from permission problems before choosing the answer.
Key takeaway
Authentication proves identity; authorization controls what that identity can do after login. Both must work for full privileged access.
Real-world example
How this comes up in practice
A junior network technician can log in to a core router but cannot reach the enable prompt or configuration mode. The AAA server is authenticating the login — but the authorisation policy only grants privilege level 1, not 15. Authentication (who you are) is working; authorisation (what you can do) is not.
What to study next
Got this wrong? Here's your next step.
Review Cisco AAA concepts — authentication, authorization, and accounting. Study privilege levels (0–15), command authorization under TACACS+, and how RADIUS differs. Then practise related ITIL4F questions on access control and AAA configuration.
ITIL Management Practices — This question tests ITIL Management Practices — Authentication checks who the user is..
What is the correct answer to this question?
The correct answer is: Service request, because it is a request for a new laptop that can be fulfilled through a standard process — This is a service request because it is a pre-defined, pre-approved request for a new laptop (fulfillment of a standard change). It is not an incident because the laptop is still functional, just slow.
What should I do if I get this ITIL4F question wrong?
Review Cisco AAA concepts — authentication, authorization, and accounting. Study privilege levels (0–15), command authorization under TACACS+, and how RADIUS differs. Then practise related ITIL4F questions on access control and AAA configuration.
What is the key concept behind this question?
Authentication checks who the user is.
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 →
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
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.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.