ITIL · Question #38
Which one of the following can help determine the level of impact of a problem?
The correct answer is B. Configuration management system (CMS). The CMS stores detailed information about configuration items and their interdependencies, making it the key tool for assessing the scope and impact of a problem.
Question
Which one of the following can help determine the level of impact of a problem?
Options
- ADefinitive media library (DML)
- BConfiguration management system (CMS)
- CStatement of requirements (SOR)
- DStandard operating procedures (SOP)
How the community answered
(42 responses)- A5% (2)
- B83% (35)
- C2% (1)
- D10% (4)
Why each option
The CMS stores detailed information about configuration items and their interdependencies, making it the key tool for assessing the scope and impact of a problem.
The DML is a secure library of authorized software masters and is unrelated to assessing problem impact across infrastructure.
The CMS maps all configuration items and their relationships across the infrastructure, allowing problem managers to trace which services, components, and users are affected by a given problem. This dependency information directly quantifies the level of impact and informs prioritization.
A Statement of Requirements defines needs for a new service or system during design or procurement and has no role in live problem impact assessment.
Standard operating procedures provide step-by-step operational instructions but do not contain the CI relationship data necessary for impact analysis.
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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