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 for a new employee. According to ITIL 4, how should this request be classified?
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 because it is a standard request from a user
In ITIL 4, a service request is a standardized, pre-defined request from a user for something that does not involve a failure or a change to the service's risk profile. Requesting a new laptop for a new employee is a standard, low-risk, pre-approved request that follows an established procedure, making it a service request, not an incident or a change.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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 an incident because the user lacks a laptop to work
Why it's wrong here
An incident is an unplanned interruption; this is a planned request.
✗
As a problem because it may have been caused by a previous incident
Why it's wrong here
Problems are about root causes of incidents, not user requests.
✗
As a normal change because it requires authorization
Why it's wrong here
Service requests are pre-approved; they are not changes even if they involve a change.
✓
As a service request because it is a standard request from a user
Why this is correct
Service requests handle predefined, routine requests like new equipment.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is confusing a user's need (lack of a laptop) with an incident, when ITIL 4 explicitly defines incidents as service-affecting failures, not as unmet user needs that are fulfilled via standard service requests.
Detailed technical explanation
How to think about this question
ITIL 4 distinguishes service requests from changes based on risk and pre-approval. Service requests are handled via a request fulfillment process with a predefined workflow and catalog item, often automated through a service portal. In contrast, a normal change requires a change authority to assess risk and approve, which is unnecessary for a standard, low-risk request like provisioning a new laptop.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: As a service request because it is a standard request from a user — In ITIL 4, a service request is a standardized, pre-defined request from a user for something that does not involve a failure or a change to the service's risk profile. Requesting a new laptop for a new employee is a standard, low-risk, pre-approved request that follows an established procedure, making it a service request, not an incident or a change.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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