- A
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.
- 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 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.
Quick Answer
The answer is an incident record, because users are experiencing an unplanned service interruption after the scheduled maintenance window. In ITIL 4, an incident is defined as any unplanned interruption or reduction in the quality of a service, and since the payroll system is inaccessible, this clearly fits that definition. This question tests your ability to distinguish between incident, problem, and service request—a core skill for the ITIL 4 Foundation exam. A common trap is confusing an incident with a problem; remember that a problem is the underlying cause of one or more incidents, which you investigate only after logging the incident itself. A service request, by contrast, is a pre-approved, routine request for something like access or information, not a disruption. For a memory tip, think of it this way: if the user is blocked from doing their job right now, it’s an incident; if you’re trying to figure out why it keeps happening, that’s a problem.
ITIL4F ITIL Service Value System Practice Question
This ITIL4F practice question tests your understanding of itil service value system. 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 organisation'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 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.
- ✓
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 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.
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.
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ITIL Service Value System — study guide chapter
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FAQ
Questions learners often ask
What does this ITIL4F question test?
ITIL Service Value System — This question tests ITIL Service Value System — 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 →
Same concept, more angles
5 more ways this is tested on ITIL4F
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. 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?
medium- A.A change request, to reverse the changes made during the maintenance window
- B.A problem record, to investigate the root cause of the login failure
- C.A service request, to fulfil the users' need to access the payroll system
- ✓ D.An incident record, as users are experiencing an unplanned service interruption
Why D: 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.
Variation 2. A service desk receives multiple calls about a recurring network issue. According to ITIL 4, what is the FIRST step the team should take?
medium- A.Raise a problem record
- B.Create a service request
- ✓ C.Log each call as an incident
- D.Submit a change request
Why C: Incidents should be logged immediately to restore service; problem management is initiated later to find the root cause.
Variation 3. A customer requests the creation of a new user account for a new employee. According to ITIL 4, what type of record should be raised?
medium- A.Change request
- B.Problem record
- C.Incident record
- ✓ D.Service request
Why D: A service request is a formal request from a user for something to be provided – for example, for information, advice, or access to an IT service. Creating a new user account is a standard, pre-defined request that does not involve a change to the service or an unplanned interruption, so it fits the ITIL 4 definition of a service request (option D).
Variation 4. Which of the following is an example of a 'service request' according to ITIL 4?
easy- A.A team investigates the root cause of recurring network issues
- ✓ B.A user requests a new laptop, which is pre-approved for new hires
- C.A server crashes, causing a major outage
- D.A user reports that the email system is slow
Why B: Option B is correct because a service request in ITIL 4 is a standardized, pre-defined request from a user for information, advice, access, or a change that does not require urgent or root-cause analysis. A new laptop for a new hire is a typical example of a standard change that is pre-approved and follows a predefined workflow, aligning with the ITIL 4 definition of a service request as a low-risk, routine request that is handled through a request fulfillment process.
Variation 5. A user requests a new laptop because their current one is malfunctioning. According to ITIL 4, how should this be categorized?
hard- A.As a change
- B.As a problem
- C.As an incident
- ✓ D.As a service request
Why D: A new laptop for a user is typically a pre-approved service request, not an incident (unplanned disruption).
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.
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