How is service configuration management system used for incident handling and resolution?

How is service configuration management system used for incident handling and resolution?
A . It helps to detect incidents
B . It supports Incident classification
C . It helps to manage modem records
D . It supports collection of user’s feedback

Answer: B

Explanation:

The Service Configuration Management System (CMS), or Configuration Management Database (CMDB), is a critical tool in ITIL 4 that provides detailed information about the configuration items (CIs) in an organization and their relationships. In the context of Incident Management, this tool plays a crucial role in Incident Classification.

Supporting Incident Classification (Answer B – Correct): The CMS provides valuable information about the affected configuration items and their relationships with other services or components. This data is essential in classifying incidents, determining their impact, and assigning them to the appropriate support team. Accurate classification of incidents helps streamline the resolution process and ensures that the incident is handled by the right people from the start.

Detecting Incidents (Answer A – Incorrect): While the CMS contains valuable information about CIs, it is not typically used to detect incidents. Incident detection is usually handled by Monitoring and Event Management tools.

Managing Modern Records (Answer C – Incorrect): The CMS is not primarily used for managing records but for managing detailed data about the configuration items (CIs) and their interdependencies.

Supporting User Feedback Collection (Answer D – Incorrect): The CMS is not designed to collect user

feedback. Feedback collection is more aligned with practices such as Service Desk or Service Level

Management.

ITIL 4

Reference: Service Configuration Management Practice: ITIL 4 emphasizes the use of CMS in providing accurate data on CIs to support the effective management of incidents, especially during classification.