ITIL Question #100: Real Exam Question with Answer & Explanation

The correct answer is A: A request from a user for information, advice or for a standard change. In ITIL, a service request is a formal user request for information, advice, or a standard pre-approved change, handled through the request fulfillment process.

Question

Which one of the following is the BEST description of a service request?

Options

AA request from a user for information, advice or for a standard change
BAnything that the customer wants and is prepared to pay for
CAny request or demand that is entered by a user via a self-help web-based interface
DAny request for change (RFC) that is low-risk and which can be approved by the change manager

Explanation

In ITIL, a service request is a formal user request for information, advice, or a standard pre-approved change, handled through the request fulfillment process.

Common mistakes.

B. Describing anything a customer wants and is prepared to pay for is too broad and does not align with the specific ITIL definition, which requires the request to be a recognized, pre-approved type.
C. Service requests are not limited to self-help web interfaces; they can be submitted through any channel such as phone, email, or in person.
D. Service requests involve pre-approved standard changes by definition and are not the same as low-risk RFCs requiring change manager approval, which follow a different change management path.

Concept tested. ITIL service request definition and request fulfillment

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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