ITIL4F ITIL Management Practices Practice Question
Which THREE of the following are characteristics of a service request?
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
✓
Low risk
Service requests are characterized by being predefined, pre-approved, and low risk. Therefore, options B (Low risk), C (Pre-approved), and E (Predefined and standardized) are correct. Option A (Unplanned) is incorrect because service requests follow a standardized, predefined process and are not unplanned. Option D (Require approval from the Change Advisory Board) is incorrect because service requests are pre-approved and do not require CAB approval; that is typical for normal changes.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Unplanned
Why it's wrong here
Service requests are inherently planned and anticipated activities within the IT service management framework. They represent routine demands for services or information that are expected to occur frequently, such as password resets or software installations. Unlike incidents, which are unplanned interruptions to service, service requests are part of the normal, predictable operational workflow, often documented in a service catalog.
- ✓
Low risk
Why this is correct
Service requests are characterized by their low inherent risk because they involve well-established, routine procedures with predictable outcomes. The potential for negative impact on IT services, users, or the business is minimal, as these requests typically concern standard offerings and have been thoroughly vetted. This low-risk profile allows for streamlined processing and often automated fulfillment without extensive scrutiny.
- ✓
Pre-approved
Why this is correct
A fundamental characteristic of service requests is that they are pre-approved, meaning the necessary authorization and budgetary considerations have already been established. This pre-approval eliminates the need for individual, case-by-case authorization, significantly accelerating the fulfillment process. It ensures that once a user submits a valid request from the service catalog, it can proceed directly to execution without further management sign-off.
- ✗
Require approval from the Change Advisory Board
Why it's wrong here
Service requests do not typically require approval from a Change Advisory Board (CAB) because they are distinct from changes, particularly normal changes. CAB approval is reserved for changes that carry a higher risk or potential impact, necessitating formal assessment and authorization to ensure service stability. Service requests, being routine and low-risk, are managed through a separate, more agile process, often automated, without the overhead of CAB review.
- ✓
Predefined and standardized
Why this is correct
Service requests are, by definition, predefined and standardized, meaning they follow established procedures and have clear, consistent expectations for their delivery. This standardization enables efficient, repeatable, and often automated fulfillment, reducing manual effort and the likelihood of errors. Users benefit from predictable outcomes and faster resolution times due to the structured nature of these requests, which are typically documented in a service catalog.
Go deeper
Related to this question
About these practice questions
This ITIL4F question is part of Courseiva's 531-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.