How will monitoring and event management practice benefit from it?

An organization is implement a new service configuration management system.

How will monitoring and event management practice benefit from it?
A . The system will support collaboration between teams
B . The system will support event correlation
C . The system will help to manage tasks
D . The system will support practice measurement and reporting

View Answer

Answer: B

Explanation:

In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.

Event Correlation (Answer B – Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents. Collaboration Between Teams (Answer A – Incorrect): While a CMS can help with collaboration by providing shared access to information, this is not the primary benefit for the Monitoring and Event Management practice.

Task Management (Answer C – Incorrect): A CMS is primarily used to store information about configuration items, not to manage tasks. Task management would be handled by other tools like project management or IT service management platforms.

Practice Measurement and Reporting (Answer D – Incorrect): Although a CMS can contribute to reporting, this is not its primary role in supporting the Monitoring and Event Management practice. ITIL 4

Reference: Monitoring and Event Management Practice: Event correlation is a key capability for managing incidents and preventing outages, which is enhanced by the detailed data stored in a CMS.