ITIL4F ITIL Service Value System Practice Question
A user requests a new software license for a standard application. The IT team processes this through a pre-defined procedure. What type of change is this?
⚠ Common exam trap
It's easy for candidates to confuse a service request with the type of change it triggers; candidates often select 'Service request' because the user is making a request, but ITIL 4 classifies the change itself as a standard change when it follows a pre-approved, low-risk procedure.
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
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Standard change
A standard change is a pre-approved, low-risk change that follows a defined procedure, such as requesting a new software license for a standard application. This type of change does not require additional authorization because it is already authorized by the change authority as part of the pre-defined procedure. The IT team processes it through the established workflow without needing a change advisory board (CAB) review.
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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Normal change
Why it's wrong here
Normal changes are non-standard service changes that require formal assessment, scheduling, and authorization, often involving a Change Advisory Board (CAB) for evaluation of risk and impact. They are designed for changes that are not routine or pre-approved, making them unsuitable for a straightforward request like a standard software license due to the inherent overhead and lead time.
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Service request
Why it's wrong here
While a user's request for a new software license would typically be submitted as a service request through a catalog, 'service request' describes the mechanism by which a user asks for something, not the type of change being performed. ITIL 4 differentiates between the user-facing request and the underlying IT activity; fulfilling this request involves a change to the user's environment, which needs to be categorized appropriately from a change management perspective.
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Emergency change
Why it's wrong here
Emergency changes are specifically reserved for urgent situations that demand immediate action to restore service, resolve a critical incident, or implement a vital security fix, bypassing standard authorization processes due to extreme time sensitivity. Requesting a new software license, even if desired quickly, does not meet the criteria for an emergency, as it typically does not prevent a major disruption or restore critical functionality.
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Standard change
Why this is correct
A standard change is a pre-authorized, low-risk, and frequently occurring change that follows a well-documented procedure, requiring no additional authorization each time it is performed. Requesting a new software license for a standard application perfectly aligns with this definition, as the process for provisioning it is typically routine, repeatable, and has minimal associated risk, allowing for efficient and rapid fulfillment.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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