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IT Service Management and Systems Audit

Which of the following describes a configuration item (CI) recorded in the CMDB (configuration management database) in configuration management appropriately?

  1. AA table that totals the number of inquiries received by the service desk by month and by service
  2. BA component that is needed to deliver a service and is placed under management, such as hardware, software or a document, recorded together with its version, location and relationships with other CIs
  3. CSoftware that users buy personally and use for their work, and that the organization neither tracks nor manages
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Answer: B. A component that is needed to deliver a service and is placed under management, such as hardware, software or a document, recorded together with its version, location and relationships with other CIs

Configuration management is the process of identifying the components that make up IT services (configuration items, CIs) and recording their attributes and relationships with other CIs accurately, keeping them up to date. CIs include servers and network equipment, software and its versions, documents such as design documents and procedures, and the services themselves. Knowing the relationships between CIs makes it easier to determine the scope of a failure and the impact of a change.

  • A. The number of inquiries is a record of service desk performance, not a configuration item.
  • B. Correct. It is a component under management whose attributes and relationships with other CIs are recorded.
  • C. Things the organization does not manage are not recorded as configuration items.
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More IT Service Management and Systems Audit questions

  1. Which of the following is the main benefit of setting up a service desk as a single point of contact (SPOC) that receives all inquiries and failure reports from users?
  2. An incident received by a service desk staff member was about to exceed the resolution target time set in the SLA. The staff member reported the situation to the service desk manager and asked for a decision on adding staff and on contacting users. Which of the following is this action?
  3. Which of the following is an appropriate activity of capacity management?
  4. A storage system with a capacity of 10 TB currently holds 4 TB. Assume that usage grows every month by 5% of the previous month's usage (it grows like compound interest). After how many months will usage first reach 80% of capacity or more? Which of the following is the most appropriate?
  5. During 30 days (720 hours) of operation, a system failed 3 times, and the total outage time due to the failures was 6 hours. Which of the following is the MTBF (mean time between failures) calculated from the results for this period?