Quick Answer
The answer is a service request. In ITIL 4, a service request is defined as a formal request from a user for something new—such as information, advice, access, or a pre-approved standard change—that follows a low-risk, established procedure, unlike an incident which deals with an unplanned interruption or reduction in quality. This distinction is critical for the ITIL 4 Foundation exam, where the most common trap is confusing a service request with a standard change; however, a standard change is the pre-approved procedure itself, while the service request is the user’s trigger to execute that procedure. For the onboarding laptop scenario, the employee is not reporting a failure (incident) nor proposing a modification to an existing service (change), but simply requesting a new, pre-approved asset. Memory tip: think of a service request as a “shopping list” for something already on the shelf, while an incident is a “broken item” needing repair.
This ITIL4F practice question tests your understanding of key concepts of itil 4. 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 employee requests a new laptop as part of onboarding. According to ITIL 4, what type of record should be raised?
Problem
Why wrong: A problem is a root cause of incidents.
Incident
Why wrong: This is not an unplanned disruption.
Service Request
New laptop requests are standard service requests.
Change Request
Why wrong: A change request is for modifications to existing services.
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 for something new that is pre-approved and follows a standard procedure.
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.
Problem
Why it's wrong here
A problem is a root cause of incidents.
Incident
Why it's wrong here
This is not an unplanned disruption.
Service Request
Why this is correct
New laptop requests are standard service requests.
Related concept
Read the scenario before looking for a memorised answer.
Change Request
Why it's wrong here
A change request is for modifications to existing services.
Common exam traps
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
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.
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
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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FAQ
Key Concepts of ITIL 4 — This question tests Key Concepts of ITIL 4 — Read the scenario before looking for a memorised answer..
The correct answer is: Service Request — A service request is a formal request for something new that is pre-approved and follows a standard procedure.
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.
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
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. A user requests a password reset via the IT service portal. According to ITIL 4, what type of record should the service desk raise?
mediumWhy C: A password reset is a pre-approved, routine request – a service request, not an incident.
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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