ITIL4F Four Dimensions of IT Service Management Practice Question
A user requests a new laptop for a new employee. According to ITIL 4, what type of record should be raised?
⚠ Common exam trap
Many exam-takers confuse a 'service request' with a 'change request' because provisioning a new laptop involves a change to the asset inventory, but ITIL 4 explicitly categorizes standard, low-risk, pre-approved requests as service requests, not changes.
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
A service request is a formal request from a user for something to be provided – for example, for information, advice, or a standard change. In ITIL 4, provisioning a new laptop for a new employee is a pre-defined, low-risk, standard request that follows an approved procedure, making it a service request rather than a change or incident.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Change request
Why it's wrong here
While a change may be needed, the request itself is a service request.
- ✗
Incident record
Why it's wrong here
Incidents are unplanned disruptions, not planned requests.
- ✓
Service request
Why this is correct
Service requests are for routine, pre-approved items.
- ✗
Problem record
Why it's wrong here
Problems relate to root cause analysis.
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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.