ITIL4F Key Concepts of ITIL 4 Practice Question
An employee requests a new laptop as part of onboarding. According to ITIL 4, what type of record should be raised?
⚠ Common exam trap
Test-takers frequently confuse a 'new laptop' with a 'Change Request' because they think any new hardware is a change, but ITIL 4 specifically categorizes standard user requests for new or additional services 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
✓
Service Request
A new laptop for onboarding is a standard pre-approved request that follows a predefined workflow, not an unplanned interruption or failure. According to ITIL 4, this fits the definition of a Service Request (option C), which is a formal request from a user for something to be provided – for example, for information, advice, or access to a service. Incidents and problems deal with restoring normal service after an interruption, while change requests are for modifications to controlled components.
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
Why it's wrong here
A problem in ITIL is the underlying cause of one or more incidents, or a potential cause of future incidents, requiring investigation and resolution to prevent recurrence. Requesting a new laptop is a standard, expected operational activity for onboarding, not an underlying defect or weakness in the IT infrastructure or services that causes unplanned disruptions.
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Incident
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, requiring immediate resolution to restore normal service operation as quickly as possible. An employee requesting a new laptop for onboarding is a pre-planned, routine activity, not an unexpected disruption or degradation of an existing IT service.
- ✓
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, pre-approved, and often automated. Providing a new laptop as part of an employee onboarding process is a standard, cataloged service offering that IT provides routinely, making it a classic example of a service request.
- ✗
Change Request
Why it's wrong here
A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services, requiring formal assessment and authorization. Providing a standard new laptop to an employee for onboarding does not alter the configuration of an existing service, introduce a new service, or remove an old one; it is the fulfillment of an existing, defined service offering.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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