ITIL4F Key Concepts of ITIL 4 Practice Question
A user requests a password reset via the IT service portal. According to ITIL 4, what type of record should the service desk raise?
⚠ Common exam trap
Many candidates confuse a service request with an incident, thinking any user-reported issue is an incident, but ITIL 4 clearly distinguishes between a failure (incident) and a standard request for service (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
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A service request
A password reset is a standard, pre-approved request for a service that does not involve a failure or interruption. According to ITIL 4, this falls under a service request, which is defined as a formal request from a user for something to be provided – such as information, advice, or access to a service. The service desk should raise a service request record to track and fulfill this routine action.
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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A change request
Why it's wrong here
A change request, in ITIL 4, is a request to add, modify, or remove anything that could have a direct or indirect effect on IT services. While a password reset does modify a user's access, it is a pre-authorized, low-risk, and frequent activity, typically handled as a standard service request rather than requiring the formal assessment and authorization process of a general change. It does not alter the underlying IT infrastructure or service design.
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An incident record
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. A user requesting a password reset indicates they cannot access a service, but this is a known, common scenario that does not represent a failure of the IT service itself. The service is functioning as designed; the user simply requires a standard administrative action to regain access, which is a fulfillment activity, not a restoration activity.
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A service request
Why this is correct
A service request is a formal request from a user for something standard that is part of the normal delivery of services. Password resets are typically pre-defined, low-risk, and frequently occurring actions that can be fulfilled quickly, often automated, and do not require extensive approval. They represent a request for a standard utility or access, aligning perfectly with the definition of a service request in ITIL 4.
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A problem record
Why it's wrong here
A problem record is created to manage the lifecycle of problems, which are defined as a cause, or potential cause, of one or more incidents. A single password reset request, by itself, does not indicate an underlying unknown cause of multiple incidents or a significant service degradation. Its purpose is to identify and resolve root causes to prevent future incidents, not to fulfill individual user requests for standard operational tasks.
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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.