ITIL4F ITIL Management Practices Practice Question
A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?
⚠ Common exam trap
ITIL4F often tests the confusion between incidents and service requests, especially when a user reports a symptom (slow laptop) that sounds like a fault but is actually a request for a new standard item.
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
✓
As a service request
A standard laptop request is a pre-approved, low-risk service request handled through the service request fulfillment process, not the change enablement process. Service requests are user-initiated requests for information, advice, or a standard change, and they follow a defined workflow with approval and fulfillment steps. Because the configuration is standard, it does not require assessment by a change advisory board.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
As a change request
Why it's wrong here
A change request, in ITIL 4, is a formal proposal for an alteration of a service, product, or system. This typically involves modifying an existing configuration item or introducing a new one that impacts the current state of services. Requesting a standard new laptop, which is a pre-defined offering from the service catalog, does not constitute a modification to an existing service or system architecture, but rather the provision of an established service offering.
- ✓
As a service request
Why this is correct
A service request represents a formal request from a user for something that is a normal part of service delivery, typically a pre-defined and pre-approved offering from the service catalog. Requesting a new laptop, especially when it's a standard model provided by the organization, falls squarely into this category. These requests are usually low-risk, frequently occurring, and follow established workflows for fulfillment, often with automated or semi-automated processes.
- ✗
As an incident
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 a slow laptop might indicate a performance degradation that could lead to an incident report for investigation, the user's request for a new laptop is not an attempt to restore a failed service to normal operation. Instead, it's a request for a new provision, distinct from the reactive nature of incident management focused on service restoration.
- ✗
As a problem
Why it's wrong here
A problem, in ITIL 4, is a cause, or potential cause, of one or more incidents. Problem management focuses on identifying these underlying causes, documenting known errors, and recommending workarounds or permanent solutions to prevent future incidents. A user's direct request for a new laptop is a specific demand for a service offering, not an investigation into the root cause of recurring service interruptions or a systemic issue.
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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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