ITIL-FOUNDATION · Question #576
What can be used to help determine the impact level of a problem?
The correct answer is B. Configuration management system (CMS). The Configuration Management System (CMS) stores detailed information about configuration items and their relationships, making it the key tool for assessing a problem's impact across services.
Question
What can be used to help determine the impact level of a problem?
Options
- ADefinitive media library (DML)
- BConfiguration management system (CMS)
- CStatement of requirements (SOR)
- DStandard operating procedures (SOP)
How the community answered
(24 responses)- A8% (2)
- B71% (17)
- C17% (4)
- D4% (1)
Why each option
The Configuration Management System (CMS) stores detailed information about configuration items and their relationships, making it the key tool for assessing a problem's impact across services.
The Definitive Media Library (DML) is a secure repository of authorized software media and is unrelated to assessing the scope of a problem's impact.
The CMS holds data on all configuration items (CIs) and their interdependencies, allowing analysts to trace which services, systems, and users are affected when a problem arises. By querying the CMS, support teams can accurately determine the breadth and severity of the impact, directly informing the impact level assigned to the problem.
A Statement of Requirements (SOR) is a procurement document used to define what is needed from a supplier and has no role in problem impact assessment.
Standard Operating Procedures (SOPs) describe how to perform specific tasks but do not contain the CI relationship data needed to determine impact level.
Concept tested: CMS role in problem management impact assessment
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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