- A
A service request, to fulfil the users' need to access the payroll system
Why wrong: Service requests are for pre-approved, routine requests (password resets, new software). An unplanned login failure is an incident, not a service request.
- B
An incident record, as users are experiencing an unplanned service interruption
An unplanned interruption or degradation of an IT service is an incident. The immediate goal is service restoration.
- C
A change request, to reverse the changes made during the maintenance window
Why wrong: A change request is used to modify infrastructure. Reversing a change may be the solution, but the disruption itself must first be logged as an incident.
- D
A problem record, to investigate the root cause of the login failure
Why wrong: A problem record is raised to find the root cause of incidents. The first step is to raise an incident to restore service.
Quick Answer
The answer is an incident record. According to ITIL 4, any unplanned interruption to a service or reduction in its quality is classified as an incident, and users being unable to log in after maintenance clearly represents a loss of service, regardless of the scheduled work that preceded it. This question tests your ability to distinguish incidents from problems, changes, and service requests on the ITIL 4 Foundation exam—a common trap is assuming post-maintenance issues are automatically problems or change-related, but the key is that the service is currently broken for users. Remember the memory tip: if the user is blocked right now, it’s an incident; if you’re investigating why it keeps happening, it’s a problem.
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
An organization's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?
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
An incident record, as users are experiencing an unplanned service interruption
Option B is correct because an unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service — the definition of an incident. Option A is wrong because a problem is the underlying cause of incidents, which is investigated after incidents are logged. Option C is wrong because a change request is used to modify IT infrastructure, not to record service disruptions. Option D is wrong because a service request is for pre-approved, routine fulfilments.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A service request, to fulfil the users' need to access the payroll system
Why it's wrong here
Service requests are for pre-approved, routine requests (password resets, new software). An unplanned login failure is an incident, not a service request.
- ✓
An incident record, as users are experiencing an unplanned service interruption
Why this is correct
An unplanned interruption or degradation of an IT service is an incident. The immediate goal is service restoration.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
A change request, to reverse the changes made during the maintenance window
Why it's wrong here
A change request is used to modify infrastructure. Reversing a change may be the solution, but the disruption itself must first be logged as an incident.
- ✗
A problem record, to investigate the root cause of the login failure
Why it's wrong here
A problem record is raised to find the root cause of incidents. The first step is to raise an incident to restore service.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
- Use explanations to understand the rule behind the answer.
TExam Day Tips
- Underline the problem statement mentally.
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
- →
ITIL Management Practices — study guide chapter
Learn the concepts, then practise the questions
- →
ITIL Management Practices practice questions
Targeted practice on this topic area only
- →
All ITIL4F questions
1,040 questions across all exam domains
- →
ITIL 4 Foundation study guide
Full concept coverage aligned to exam objectives
- →
ITIL4F practice test guide
How to use practice tests most effectively before exam day
Related practice questions
Related ITIL4F practice-question pages
Use these pages to review the topic behind this question. This is how one missed question becomes focused revision.
The Four Dimensions of Service Management practice questions
Practise ITIL4F questions linked to The Four Dimensions of Service Management.
The ITIL Service Value System practice questions
Practise ITIL4F questions linked to The ITIL Service Value System.
ITIL Service Value System practice questions
Practise ITIL4F questions linked to ITIL Service Value System.
ITIL Guiding Principles practice questions
Practise ITIL4F questions linked to ITIL Guiding Principles.
Four Dimensions of IT Service Management practice questions
Practise ITIL4F questions linked to Four Dimensions of IT Service Management.
Key Concepts of ITIL 4 practice questions
Practise ITIL4F questions linked to Key Concepts of ITIL 4.
ITIL Management Practices practice questions
Practise ITIL4F questions linked to ITIL Management Practices.
Key Concepts of IT Service Management practice questions
Practise ITIL4F questions linked to Key Concepts of IT Service Management.
ITIL4F fundamentals practice questions
Practise ITIL4F questions linked to ITIL4F fundamentals.
ITIL4F scenario practice questions
Practise ITIL4F questions linked to ITIL4F scenario.
ITIL4F troubleshooting practice questions
Practise ITIL4F questions linked to ITIL4F troubleshooting.
Practice this exam
Start a free ITIL4F practice session
Short sessions build daily habit. Longer sessions build exam-day stamina. Try a timed session to simulate real conditions.
FAQ
Questions learners often ask
What does this ITIL4F question test?
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: An incident record, as users are experiencing an unplanned service interruption — Option B is correct because an unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service — the definition of an incident. Option A is wrong because a problem is the underlying cause of incidents, which is investigated after incidents are logged. Option C is wrong because a change request is used to modify IT infrastructure, not to record service disruptions. Option D is wrong because a service request is for pre-approved, routine fulfilments.
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Last reviewed: Jun 21, 2026
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.