ITIL Question #408: Real Exam Question with Answer & Explanation

Question

Options

• AThe Service Knowledge Management System (SKMS) includes Configuration Management
• BThe SKMS is part of the Configuration Management System (CMS)
• CThe SKMS can include data on the performance of the organization
• DThe SKMS can include user skill levels

Explanation

This question tests knowledge of the hierarchical relationship between the SKMS and the CMS. Statement B is incorrect because the CMS is a component within the SKMS, not the other way around.

Common mistakes.

• A. This statement is correct - the SKMS does encompass the CMS, which holds configuration management data, making it a true and accurate description of the relationship.
• C. This statement is correct - the SKMS is broad enough to include organizational performance data, financial records, and other knowledge sources beyond configuration information alone.
• D. This statement is correct - the SKMS can store knowledge about user skill levels to support resource planning, training decisions, and effective service delivery.

Concept tested. SKMS and CMS hierarchical relationship in ITIL

Reference. https://www.axelos.com/certifications/itil-service-management/itil-v3-foundation

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