ITIL4F Key Concepts of ITIL 4 Practice Question
A user submits a request to reset their password. The service desk handles this by following a pre-approved standard procedure. According to ITIL 4, this is classified as:
⚠ Common exam trap
It's easy for candidates to confuse a 'standard change' with a 'service request' because both are pre-approved, but ITIL 4 reserves 'standard change' for modifications to services or infrastructure, while 'service request' is for user-initiated requests for information, advice, or access.
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 action that does not involve a change to the service's risk profile or a deviation from normal operations. ITIL 4 defines a service request as a formal request from a user for something to be provided – for example, information, advice, or a standard change. Since the service desk follows a pre-approved procedure without requiring additional authorization, this fits the service request category exactly.
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 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, typically pre-defined and pre-approved. A password reset is a classic example, as it is a common, routine action with a known procedure and expected outcome, often fulfilled through self-service or standard operating procedures. It falls squarely under the scope of standard service offerings.
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A change request
Why it's wrong here
A change request, or Request for Change (RFC), is a formal proposal for an alteration to an IT service, product, or system, typically involving modifications to infrastructure, applications, or processes. A password reset does not alter the fundamental configuration or design of any IT component or service. It is an operational activity within the existing service framework, not a modification to it.
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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. While a user might be unable to access a service due to a forgotten password, the act of resetting it is a standard service request to regain access, not the resolution of an unplanned service outage or degradation. The service itself is still operational; the user's access credential is the issue.
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A problem
Why it's wrong here
A problem is a cause, or potential cause, of one or more incidents. It represents the underlying root cause of service disruptions, rather than the disruption itself or a routine request. A single user's forgotten password is an individual access issue, not an underlying systemic defect or vulnerability that would typically lead to multiple incidents across the user base.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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