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?
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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Service request record
A service request is a pre-defined, pre-approved request for something that is part of normal service delivery, such as a request for new software from the service catalogue. Option C is correct. Option A is incorrect because a problem record is used for the root cause of incidents, not for fulfilling requests. Option B is incorrect because a normal change record is for changes that require assessment and approval, not for pre-approved items. Option D is incorrect because an incident record is for unplanned interruptions, not for standard requests.
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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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.
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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.
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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.
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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.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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