ITIL4F Four Dimensions of IT Service Management Practice Question
Which of the following is an example of a service request in ITIL 4?
⚠ Common exam trap
It's easy for candidates to confuse 'requesting something' (a service request) with 'reporting a problem or failure' (an incident), or they mistake a major infrastructure addition (a change) for a simple service request, because ITIL 4 explicitly separates these based on risk, authorization, and pre-approval status.
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
✓
A user requests a password reset
In ITIL 4, a service request is a formal request from a user for something to be provided – for example, information, advice, access to a service, or a standard change. A password reset is a pre-approved, low-risk, standard request that follows a defined procedure, making it a classic service request. It does not involve a failure (incident) or a request for a significant new capability (change).
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 user requests a password reset
Why this is correct
A password reset is a classic example of a service request because it is a pre-defined, routine action that fulfills a user's need for access to a service. These requests are typically low-risk, often automated, and follow a standard procedure for fulfillment, rather than requiring extensive investigation or approval like an incident or change. It represents a standard transaction for a service component.
- ✗
A user reports that the email server is slow
Why it's wrong here
Reporting a slow email server constitutes an incident, as it represents an unplanned degradation in the quality of a service that is still operational but not performing to its agreed-upon standard. This situation requires prompt investigation to identify the root cause of the performance issue and restore the service to its normal operational speed, minimizing business impact. It's a deviation from expected service performance.
- ✗
A manager requests a new server to be installed
Why it's wrong here
A manager requesting a new server installation is classified as a change request because it involves a significant modification or addition to the existing IT infrastructure, impacting services. Such a request necessitates formal assessment of risks, benefits, and resource requirements, followed by structured planning, authorization, and implementation to ensure stability and alignment with organizational goals. It alters the service landscape.
- ✗
A user reports that a printer is not working
Why it's wrong here
A user reporting a non-functional printer is an incident, as it signifies an unplanned interruption to a service or a reduction in its quality. Unlike a service request, which is a standard request for a service component, an incident requires immediate action to diagnose the problem and restore the printer's functionality, thereby minimizing disruption to user productivity. It's a disruption requiring restoration.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.