ITIL-FOUNDATION · Question #404
Which of the following statements is INCORRECT?
The correct answer is A. The SKMS is part of the Configuration Management System (CMS). The SKMS is the broader knowledge architecture in ITIL, and the CMS is a component within it - so saying the SKMS is part of the CMS incorrectly reverses the hierarchy.
Question
Which of the following statements is INCORRECT?
Options
- AThe SKMS is part of the Configuration Management System (CMS)
- BThe SKMS can include data on the performance of the organization
- CThe Service Knowledge Management System (SKMS) includes Configuration Management
- DThe SKMS can include user skill levels
How the community answered
(19 responses)- A74% (14)
- B11% (2)
- C5% (1)
- D11% (2)
Why each option
The SKMS is the broader knowledge architecture in ITIL, and the CMS is a component within it - so saying the SKMS is part of the CMS incorrectly reverses the hierarchy.
This statement is incorrect because the relationship is the inverse - the Configuration Management System (CMS) is a subset that resides within the larger Service Knowledge Management System (SKMS). The SKMS is the overarching system that encompasses the CMS along with other data sources such as capacity data, known errors, and staff skill records. Reversing this to say the SKMS is part of the CMS fundamentally misrepresents the ITIL knowledge architecture.
This statement is correct - the SKMS can legitimately include organizational performance data as part of its broad, integrated knowledge base.
This statement is correct - the SKMS includes Configuration Management data by containing the CMS as one of its components.
This statement is correct - user skill levels are a valid type of knowledge stored in the SKMS to support service delivery and support decisions.
Concept tested: SKMS and CMS hierarchical relationship in ITIL
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