The answer is a service request. This is correct because a service request in ITIL 4 is defined as a formal request from a user for something to be provided—such as information, advice, access, or a new device—whereas an incident is an unplanned interruption or reduction in quality of an IT service. While the user mentions their current laptop is slow, the core action here is asking for a new laptop to be supplied, not reporting a degradation that needs restoration. On the ITIL 4 Foundation exam, this distinction tests your ability to separate the user’s stated need from the underlying symptom; a common trap is to focus on the word “slow” and misclassify it as an incident. Remember the memory tip: “If they want something new, it’s a request; if something broke, it’s an incident.”
ITIL4F Key Concepts of ITIL 4 Practice Question
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.
A user calls the service desk to request a new laptop because their current one is slow. According to ITIL 4, how should this be categorized?
Why wrong: A change request is for modifications to infrastructure; a new laptop might involve a change, but the service desk request is typically a service request.
B
Service request
A pre-approved request for a new laptop is a service request.
C
Incident
Why wrong: A request for a new laptop is not an unplanned interruption or degradation; it's a request for provision.
D
Problem
Why wrong: A problem is the cause of one or more incidents; a request for a new laptop is not a problem.
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 to be provided – for example, for a new laptop. An incident is an unplanned service interruption; slowness could be an incident if it's a degradation, but a request for a new device is a service request.
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.
✗
Change request
Why it's wrong here
A change request is for modifications to infrastructure; a new laptop might involve a change, but the service desk request is typically a service request.
✓
Service request
Why this is correct
A pre-approved request for a new laptop is a service request.
Related concept
Read the scenario before looking for a memorised answer.
✗
Incident
Why it's wrong here
A request for a new laptop is not an unplanned interruption or degradation; it's a request for provision.
✗
Problem
Why it's wrong here
A problem is the cause of one or more incidents; a request for a new laptop is not a problem.
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.
Key Concepts of ITIL 4 — This question tests Key Concepts of ITIL 4 — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Service request — A service request is a formal request for something to be provided – for example, for a new laptop. An incident is an unplanned service interruption; slowness could be an incident if it's a degradation, but a request for a new device is a service request.
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 →
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 calls the service desk to request a new laptop because their current one is slow and outdated. However, the user's manager wants the request handled as an incident because the laptop is affecting productivity. According to ITIL 4, how should this request be classified?
hard
A.Change request, because it involves replacing hardware
✓ B.Service request, because it is a request for a new asset
C.Incident, because the user cannot work effectively
D.Problem, because the root cause of slowness needs investigation
Why B: A request for a new laptop is a pre-approved, standard change (service request), even if the user is dissatisfied. Slow performance is not an unplanned disruption.
Last reviewed: Jun 21, 2026
Question Discussion
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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
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