ITIL 4 Foundation Practice Exam

Which of these is an example of a configuration item?

1. Customer feedback

2. A server

3. A company policy

4. A performance report

The correct answer is: A server

A configuration item is any component that needs to be managed in order to deliver an IT service. This includes infrastructure components, services, or anything that could affect the service quality. A server is a tangible and identifiable component that plays a critical role in the IT infrastructure, providing resources and services to users and applications. In the context of ITIL, identifying configuration items is crucial for maintaining an accurate Configuration Management Database (CMDB), which helps in understanding and managing the relationships between different IT components. A server has attributes that can be tracked such as its hardware specifications, operating system, installed software, and network configurations, making it essential for service management processes like incident management, change management, and capacity management. In contrast, the other options do not qualify as configuration items: - Customer feedback is qualitative data about service satisfaction, not a tangible asset. - A company policy is a guideline that governs behavior within the organization and does not represent an IT asset. - A performance report is documentation related to service metrics and outcomes, rather than a component that needs to be managed for service delivery. Understanding what constitutes a configuration item is fundamental for effective IT service management and aligns with the ITIL framework's principles.