Quick Answer
The answer is a service request. In ITIL 4, a service request is the correct record for a pre-defined, low-risk, standard offering like provisioning a new laptop for a new employee, as it follows an approved procedure with minimal approval steps. This contrasts with a change request, which is needed for alterations that could impact services, and an incident, which is an unplanned interruption or reduction in quality. On the ITIL 4 Foundation exam, this distinction tests your understanding of the four key record types and their triggers, with a common trap being to confuse a standard change with a service request—remember that a service request is itself a type of standard change, but it is always initiated by a user for something pre-approved. A helpful memory tip: if the user is asking for something that is already a defined, low-risk offering, think “service request”; if it requires a risk assessment or approval board, think “change request.”
This ITIL4F practice question tests your understanding of four dimensions of it service management. 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.
A user requests a new laptop for a new employee. According to ITIL 4, what type of record should be raised?
Change request
Why wrong: While a change may be needed, the request itself is a service request.
Incident record
Why wrong: Incidents are unplanned disruptions, not planned requests.
Service request
Service requests are for routine, pre-approved items.
Problem record
Why wrong: Problems relate to root cause analysis.
Answer choices
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 service request is a formal request from a user for something to be provided – for example, for information, advice, or a standard change. In ITIL 4, provisioning a new laptop for a new employee is a pre-defined, low-risk, standard request that follows an approved procedure, making it a service request rather than a change or incident.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Change request
Why it's wrong here
While a change may be needed, the request itself is a service request.
Incident record
Why it's wrong here
Incidents are unplanned disruptions, not planned requests.
Service request
Why this is correct
Service requests are for routine, pre-approved items.
Related concept
Read the scenario before looking for a memorised answer.
Problem record
Why it's wrong here
Problems relate to root cause analysis.
Common exam traps
The trap here is confusing a 'service request' with a 'change request' because provisioning a new laptop involves a change to the asset inventory, but ITIL 4 explicitly categorizes standard, low-risk, pre-approved requests as service requests, not changes.
Detailed technical explanation
Under ITIL 4, service requests are typically fulfilled via a service request model that includes pre-defined workflows, approval steps, and fulfillment timelines. For example, a new laptop request might trigger automated provisioning of hardware, software installation via MDM (Mobile Device Management), and Active Directory account creation, all without a formal change advisory board (CAB) review. This contrasts with a standard change, which still requires some level of authorization but is pre-approved, and a normal change, which requires full CAB assessment.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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
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FAQ
Four Dimensions of IT Service Management — This question tests Four Dimensions of IT Service Management — Read the scenario before looking for a memorised answer..
The correct answer is: Service request — A service request is a formal request from a user for something to be provided – for example, for information, advice, or a standard change. In ITIL 4, provisioning a new laptop for a new employee is a pre-defined, low-risk, standard request that follows an approved procedure, making it a service request rather than a change or incident.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 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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