Quick Answer

The answer is a user requesting a password reset. In ITIL 4, a service request is a pre-approved, standard, and low-risk request from a user for information, advice, access, or a standard change—password resets fit perfectly because they follow a predefined procedure with no need for additional authorization. This question tests your ability to distinguish service requests from incidents and changes on the ITIL 4 Foundation exam; a common trap is confusing a request for a new software feature (which is a change) or a system outage (an incident) with a service request. Remember the memory tip: if it’s a routine, low-risk ask that the service desk can handle without a formal change approval, it’s a service request—think “standard stuff like password resets, not fixes or new features.”