ITIL4F ITIL Management Practices Practice Question
A user requests new software to be installed on their company laptop. The installation is pre-approved and follows a standard procedure. According to ITIL 4, this request should be categorized as:
⚠ Common exam trap
Candidates often confuse a 'service request' with a 'standard change' or think any request for a change is a 'change request', but ITIL 4 explicitly categorizes pre-approved, user-initiated requests for standard items as service requests, not changes.
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
✓
A service request
D is correct because a service request in ITIL 4 is defined as a formal request from a user for something to be provided – for example, information, advice, access to a service, or a pre-approved standard change. Since the software installation is pre-approved and follows a standard procedure, it fits the definition of a service request, not an incident or problem.
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 problem
Why it's wrong here
A problem, in ITIL 4, is defined as a cause, or potential cause, of one or more incidents. It represents an underlying defect or weakness in the IT infrastructure or services that leads to unplanned interruptions. A user's request for new software is a proactive demand for a new capability, not an investigation into the root cause of an existing service disruption or a recurring issue.
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An incident
Why it's wrong here
An incident is an unplanned interruption to a service or a reduction in the quality of a service. It requires immediate attention to restore normal service operation as quickly as possible. A user requesting new software is a planned activity to provision a new capability, not an unexpected event that has negatively impacted an existing service's availability or performance.
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An emergency change
Why it's wrong here
An emergency change is a type of change that must be implemented as soon as possible, often to resolve a major incident, implement a critical security patch, or address a significant business risk. These changes typically bypass the standard change assessment and authorization process due to their urgency. A request for new software, while potentially important, is generally a routine, pre-planned activity that follows standard change procedures, not an urgent, reactive modification to mitigate an immediate critical threat.
- ✓
A service request
Why this is correct
A service request is a formal request from a user for something that is a normal part of service delivery, often pre-approved and following a standard procedure. This includes requests for information, standard changes, or access to a service. A user asking for new software, especially if it's a standard, approved application, perfectly fits this definition as it's a routine, expected action that initiates a defined fulfillment workflow.
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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.