ITIL4F ITIL Management Practices Practice Question
A user requests new software that is already pre-approved in the service catalogue. The service desk team handles this request following a defined, automated workflow. According to ITIL 4, what type of record should be created?
⚠ Common exam trap
ITIL4F often tests the confusion between service requests and incidents or changes, where candidates may incorrectly choose incident or change record for a routine request, especially when the request is pre-approved.
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
✓
Service request record
A service request record should be created for a user request for pre-approved software that follows a defined workflow. In ITIL 4, service requests are a normal part of service delivery, handled through the service request management practice, and are distinct from incidents and changes. Since the software is pre-approved and the workflow is automated, it qualifies 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.
- ✗
Problem record
Why it's wrong here
A problem record is used to document the root cause of one or more incidents, not to process a pre-approved service request. The scenario describes a standard, automated workflow for a user request, which ITIL 4 defines as a service request, requiring a service request record. The temptation arises because a problem record is indeed the correct choice when an underlying cause of recurring incidents needs investigation and resolution, such as repeated software failures.
- ✗
Normal change record
Why it's wrong here
A normal change typically involves non-standard service alterations, requiring a formal assessment, authorization, and scheduling process to manage risk and impact. Since the software request is already pre-approved and likely follows a defined procedure, it bypasses the detailed evaluation characteristic of a normal change. This scenario describes a standard, repeatable action, not a unique modification requiring extensive scrutiny.
- ✓
Service request record
Why this is correct
A service request record is the appropriate choice for a user requesting new software that is already pre-approved, as it represents a formal request for a standard, pre-defined service offering. These requests typically follow established, automated workflows and do not require additional assessment or authorization beyond the initial submission. ITIL 4 emphasizes that service requests are low-risk, frequently occurring events, making this the ideal mechanism for fulfilling such a pre-approved software provision.
- ✗
Incident record
Why it's wrong here
An incident record is used to document and manage an unplanned interruption to a service or a reduction in the quality of a service. The scenario describes a user proactively requesting new software, which is a planned and desired action, not an unexpected disruption or failure. Therefore, classifying this as an incident would be incorrect, as no service is currently impaired or unavailable, nor is there any degradation in service quality.
Go deeper
Related to this question
About these practice questions
This ITIL4F question is part of Courseiva's 805-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.