ITIL · Question #389
A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services (4) Plan techn
The correct answer is B. All of the above. A configuration model captures CIs and their relationships, making it applicable to all four listed activities - incident/problem analysis, change impact assessment, service design, and technology refresh planning.
Question
A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services (4) Plan technology refresh and software upgrades
Options
- A1, 2 and 3 only
- BAll of the above
- C1, 2 and 4 only
- D3 and 4 only
How the community answered
(21 responses)- A5% (1)
- B90% (19)
- C5% (1)
Why each option
A configuration model captures CIs and their relationships, making it applicable to all four listed activities - incident/problem analysis, change impact assessment, service design, and technology refresh planning.
This option incorrectly excludes use case 4 - technology refresh and software upgrade planning is a valid and recognized use of a configuration model.
A configuration model provides a comprehensive map of all configuration items and their interdependencies, enabling teams to trace incident and problem causes, evaluate the blast radius of proposed changes, inform new service design, and schedule technology refresh or software upgrade activities. All four uses are recognized applications in ITIL Service Asset and Configuration Management.
This option incorrectly excludes use case 3 - planning and designing new or changed services relies heavily on understanding existing CIs and their relationships.
This option excludes use cases 1 and 2, which are among the primary reasons a configuration model exists - assessing impact of incidents, problems, and proposed changes.
Concept tested: Configuration model uses in service asset management
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