ITIL4F ITIL Management Practices Practice Question
A user submits a request to install a standard software package on their workstation. According to ITIL 4, how should this be classified?
⚠ Common exam trap
Test-takers frequently confuse a pre-approved standard change with a service request, but ITIL 4 explicitly categorizes user requests for standard services (like software installation) as service requests, not changes, because they follow a fulfillment model rather than a change control model.
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
✓
As a service request, to be fulfilled via the service catalogue
In ITIL 4, a request for a standard software package is classified as a service request because it is a pre-defined, standardized offering that users can request through the service catalogue. Service requests follow a standard fulfillment process with low risk and no need for individual assessment by a change authority, unlike changes which require formal evaluation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
As a normal change, requiring assessment by the change authority
Why it's wrong here
Installing standard software is typically a low-risk, frequently occurring activity that falls under the definition of a standard change. Standard changes are pre-authorized, do not require individual assessment by a change authority, and are often fulfilled as service requests. A normal change, conversely, requires assessment and authorization due to its higher risk or complexity, which is not applicable to a routine software pack installation.
- ✓
As a service request, to be fulfilled via the service catalogue
Why this is correct
A service request is a formal request from a user for something that is a normal part of service delivery, such as providing information, a standard change, or access to a service. Installing a standard software pack perfectly fits this definition, as it is a pre-defined, repeatable action. These requests are typically fulfilled through established procedures, often initiated via a self-service portal or service catalogue, ensuring efficiency and consistency.
- ✗
As an incident, because the user needs software to work
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. While the user needs the software to work, the act of requesting new software does not represent a disruption to an existing service or a failure of something that should already be working. Therefore, this scenario is a request for a new service component, not an incident requiring restoration.
- ✗
As a problem, because the user may have multiple issues
Why it's wrong here
A problem is the cause, or potential cause, of one or more incidents. Problem management focuses on identifying the root cause of recurring issues or preventing future incidents, not on fulfilling individual user requests for standard services. There is no indication that the user's need for software stems from an underlying systemic issue or repeated service failures, making this an inappropriate categorization.
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