ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are true about a service request?
⚠ Common exam trap
It's easy for candidates to confuse a service request with an incident or a change, mistakenly thinking that all user requests require formal approval or are caused by errors, when in fact service requests are predefined, low-risk, and pre-approved by design.
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
✓
It is predefined and pre-approved
Option A is correct because a service request is a predefined, pre-approved user request that follows a standard, documented procedure, so it does not require additional authorization each time. Option B is correct because service requests are typically fulfilled through the service catalogue, which lists the available standard services and their fulfillment workflows. Option C is incorrect because an unplanned interruption to a service is the definition of an incident, not a service request. Option D is incorrect because a known error is a problem with a documented root cause and workaround, which relates to incident and problem management, not to standard service requests. Option E is incorrect because service requests are pre-approved and do not require change authority approval; that applies to changes, particularly 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.
- ✓
It is predefined and pre-approved
Why this is correct
Service requests are inherently designed to be standard, repeatable transactions with predictable outcomes. Their predefined nature means that the necessary processes, resources, and often the associated costs are established in advance. Consequently, the required approvals are typically secured during the initial design and setup phase, allowing for efficient, automated, or semi-automated fulfillment without requiring ad-hoc authorization for each individual request instance.
- ✓
It can be fulfilled via the service catalogue
Why this is correct
The service catalogue serves as the primary user-facing interface for accessing and initiating standard service offerings, including service requests. It provides a structured, user-friendly portal where individuals can browse available services, understand their descriptions, expected fulfillment times, and any associated costs. By linking service requests to the service catalogue, organizations streamline the request process, enhance user experience, and ensure consistent delivery of predefined services.
- ✗
It is an unplanned interruption to a service
Why it's wrong here
An unplanned interruption to a service, or a reduction in the quality of a service, is the precise ITIL 4 definition of an incident. Service requests, in contrast, are planned and expected user-initiated actions, such as requesting information, access, or a standard IT asset. They do not represent a failure, degradation, or unexpected event within the IT infrastructure, but rather a normal operational interaction with IT services.
- ✗
It is always caused by a known error
Why it's wrong here
A known error is a problem that has been analyzed and for which a workaround or permanent solution has been identified and documented. While known errors are critical for problem management and reducing incident recurrence, they are not the underlying cause of service requests. Service requests originate from a user's legitimate need for a standard service, information, or resource, not from a defect or an identified issue within the IT environment.
- ✗
It requires a change authority approval
Why it's wrong here
Service requests are typically low-risk, routine activities that operate within established and pre-approved parameters. Therefore, they do not necessitate formal change authority approval, which is reserved for changes that introduce new risks, modify existing services significantly, or require a structured assessment and authorization process. Requiring change authority approval for every service request would introduce unnecessary bureaucracy and severely impede operational efficiency.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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