ITIL4F ITIL Management Practices Practice Question
An organization wants to improve the user experience for password reset requests. Currently, users call the service desk for each password reset, resulting in high call volume. According to ITIL 4, which practice should be applied to streamline this process?
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 Management, by offering a self-service password reset option through the service catalogue
Password resets are typically pre-approved, routine requests best handled as service requests via self-service. Option D is correct. Option A (Incident Management) is for unplanned disruptions; Option B (Problem Management) is for finding root causes; Option C (Change Enablement) is for managing changes.
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 Management, because password reset is a disruption
Why it's wrong here
Incident Management focuses on restoring normal service operation as quickly as possible following an unplanned interruption or reduction in service quality. A forgotten password, while preventing user access, does not represent an unplanned failure or degradation of the IT service itself; the login system is typically functioning correctly. Instead, it is a common, user-initiated situation requiring a standard, pre-defined operational procedure to regain access.
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Problem Management, to find the root cause of forgotten passwords
Why it's wrong here
Problem Management aims to reduce the likelihood and impact of incidents by identifying and eliminating their root causes. Forgetting a password is a common human behavior, not an underlying defect or recurring issue within the IT service or infrastructure that requires root cause analysis to prevent future occurrences across the user base. It is a routine operational request, not a systemic problem to be solved.
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Change Enablement, because resetting a password changes the user account
Why it's wrong here
Change Enablement (formerly Change Management) is concerned with minimizing the risk associated with adding, modifying, or removing anything that could affect services. A password reset is a standard, low-risk operational activity, pre-authorized within established procedures, and does not constitute a significant alteration to the service configuration or infrastructure that would necessitate formal change assessment and approval. It's a fulfillment of a standard request, not a change to the service itself.
- ✓
Service Request Management, by offering a self-service password reset option through the service catalogue
Why this is correct
Service Request Management is the appropriate practice for handling pre-defined, pre-approved requests from users for information, advice, standard changes, or access to a service. A password reset perfectly fits this description as a common, routine, and often automated request for access. Offering a self-service password reset option through a service catalogue significantly enhances user experience and operational efficiency by providing immediate resolution.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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