ITIL4F ITIL Management Practices Practice Question
A user requests a new software installation that is already approved and listed in the service catalogue. According to ITIL 4, how should this request be classified?
⚠ Common exam trap
ITIL4F often tests the confusion between service requests and changes, where candidates might think that any request that involves installing software is a change, but if it's pre-approved and in the service catalogue, it's a service request.
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
According to ITIL 4, a service request is a request from a user that is a normal part of service delivery and is not an incident or a change. Since the software installation is already approved and listed in the service catalogue, it is a pre-approved, standard request that can be fulfilled through the service request management practice. Therefore, it should be classified as a service request.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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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, requiring restoration of normal operation. A user requesting a new software installation does not represent an unplanned disruption or degradation of an existing service. Instead, it is a proactive request for a new capability or resource, which clearly distinguishes it from an incident.
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As a normal change
Why it's wrong here
Normal changes are typically non-standard service modifications that require a full assessment, authorization, and scheduling process to manage risk and impact. While they follow a defined workflow, they are not pre-approved by default. A software installation that is already pre-approved and follows a known procedure is specifically designed to bypass the more extensive assessment required for a normal change, making this classification incorrect.
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As an emergency change
Why it's wrong here
Emergency changes are reserved for critical, high-impact situations, such as resolving a major incident or implementing an urgent security patch, where the normal change authorization process would be too slow. These changes are characterized by their immediate need and the potential for significant business disruption if not addressed rapidly. A routine software installation, by its very nature, lacks the urgency and critical impact that would necessitate an emergency change procedure.
- ✓
As a service request
Why this is correct
A service request is a formal request from a user for something that is part of the normal service delivery, typically a pre-defined, low-risk, and repeatable action. These requests are often pre-authorized and follow a standard procedure, frequently managed through a service catalogue. The installation of pre-approved software perfectly aligns with this definition, representing a standard offering that can be fulfilled efficiently without extensive assessment or authorization.
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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
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.