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?
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 request for a standard configuration item, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.
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.
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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.
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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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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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