Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following is an example of a service request?

1. A password change or reset

2. A minor code change request from a user

3. The relocation of some desktop equipment

4. A question requesting information

The correct answer is: The relocation of some desktop equipment

A service request is typically defined as a user-initiated request for information, advice, or access to a service. In this context, the relocation of desktop equipment falls under the definition of a service request because it is a common operational activity that does not involve a fault or incident, but rather is a necessary support service. The nature of service requests aligns with routine services that users require to perform their work effectively, and relocating equipment is often part of standard service offerings from the IT department. Such requests are usually managed through change management processes to ensure minimal disruption and efficient resource handling. While password changes or resets, minor code change requests from users, and questions requesting information could also seem like service requests, they are typically characterized differently. For instance, a password change request is often categorized as a standard operational request, while a question requesting information could be seen more as an inquiry rather than a defined service request. Minor code changes could be more complex and typically involve a change request process if they affect production environments.