ITIL4F ITIL Management Practices Practice Question
A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?
⚠ Common exam trap
Watch out — candidates often confuse 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.
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 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.
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.
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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.