Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following involves documenting IT service processes?

1. Configuration management

2. Incident management

3. Change management

4. Service request management

The correct answer is: Configuration management

The process of documenting IT service processes is most closely aligned with configuration management. Configuration management involves maintaining an up-to-date record of all IT assets and their configurations. This includes documenting the details of various components that makeup IT services, such as hardware, software, documentation, and the relationships between these components. Configuration management ensures that all configuration items (CIs) are accurately recorded in a configuration management database (CMDB), which provides essential information for managing IT services effectively. This documentation is crucial for understanding the current state of the IT environment, supporting various IT service management processes, and ensuring compliance and governance. It serves as a foundation for decision-making and helps in troubleshooting incidents or changes effectively. While the other processes—incident management, change management, and service request management—also involve aspects of documentation, their primary focuses are different. Incident management primarily focuses on restoring service operation as quickly as possible, change management deals with managing changes to minimize risk, and service request management is centered around handling requests from users. Thus, configuration management stands out as the option most explicitly associated with documentation of IT service processes.