Q: 5
Which dimension includes the knowledge needed for the management of services?
Options
Discussion
Option C that's what the ITIL official material and practice quizzes point to for organizational knowledge.
I don’t think “Organizations and people” is right-tricky wording but ITIL v4 treats the managed knowledge for services as part of “Information and technology”. Option A gets folks who mix up people's skills vs. actual info assets. Anyone else see it differently?
C or A, depends if they're asking about documented org knowledge (C) or just people skills/experience (A). Wording matters!
I always see this tripped up by wording, so A.
C makes more sense to me. In ITIL v4, the "Information and technology" dimension actually covers the documented knowledge and info resources used to manage services. A is more about people’s skills and behaviors, not the knowledge itself. Open to other interpretations but leaning C.
Probably C for this. ITIL breaks out knowledge as something managed and stored, which fits under Information and technology, not just the know-how people have. A is more about people themselves, but the managed knowledge base belongs to C from what I remember. Anyone see it differently?
C , ITIL specifically says knowledge for managing services is part of the Information and technology dimension. Organizations and people is more about skills and culture, not the actual knowledge assets. Someone correct me if I’m off here.
That matches what I've seen in the framework, so C is the way to go here. Information and technology wraps in knowledge management, like knowledge bases and data assets. I get why A seems tempting if thinking about people skills, but ITIL treats knowledge as something to manage under C. Pretty sure about this one, open to challenges though.
A for me, since knowledge in practice is mostly about the skills and experience people bring, not just documentation or databases. ITIL talks a lot about culture and communication. Maybe missing something but that's how I read it.
Skip C, A. . Knowledge is held by people in the org, so I think Organizations and people fits here.
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