ITIL4F ITIL Service Value System Practice Question
An organization receives a request to install a standard software package on a user's laptop. The request is pre-approved, and the installation takes 20 minutes. According to ITIL 4, what type of request is this?
⚠ Common exam trap
Candidates often confuse a standard change with a service request, but ITIL 4 explicitly categorizes user requests for standard software installation as service requests, not changes, to emphasize the user-facing nature and the predefined fulfillment path.
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
This is a service request because it involves a pre-approved, standard request from a user for information, advice, or access to a service—specifically, the installation of a standard software package. ITIL 4 defines a service request as a formal request from a user for something to be provided, such as access to an application or a standard change that follows a predefined procedure, which does not require urgent incident management or root cause analysis.
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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Incident
Why it's wrong here
An incident, in ITIL 4, is defined as an unplanned interruption to a service or a reduction in the quality of a service. The request to install standard software is a pre-planned, user-initiated action to acquire a new capability, not a disruption or degradation of an existing service. Therefore, it does not fit the definition of an incident, which focuses on restoring normal service operation as quickly as possible.
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Problem
Why it's wrong here
A problem, according to ITIL 4, is a cause, or potential cause, of one or more incidents. Problem management focuses on identifying the root causes of incidents and preventing their recurrence. A request to install standard software is a proactive, desired action for service provision, not an underlying cause of service disruption or a recurring issue requiring investigation.
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Standard change
Why it's wrong here
While installing software technically alters the IT environment and could be managed as a standard change, ITIL 4 distinguishes between changes initiated by IT to maintain or improve services and user-initiated requests for service consumption. A standard change is a pre-authorized, low-risk change that is well-understood and can be implemented without additional authorization. However, routine software installations requested by users are typically fulfilled via the Service Request practice, which streamlines the provision of pre-defined services, rather than the Change Enablement practice.
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Service request
Why this is correct
A service request is a formal request from a user or user's authorized representative for something that is a normal part of service delivery, typically a pre-defined, routine, and low-risk action. Installing standard software perfectly fits this definition, as it is a common, repeatable activity that organizations provide to users as part of their service catalog. The Service Request practice is designed to fulfill these requests efficiently and effectively, often with automated workflows.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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