What is a Configuration Item (CI) in ITIL?

A Configuration Item (CI) in ITIL is defined as a component that is essential for managing and delivering IT services. This definition encompasses not only physical components such as servers, network devices, and software but also includes documentation, processes, and any other elements that are vital for the functioning of IT services.

In ITIL, the concept of CIs is integral to the Configuration Management process, which aims to maintain an accurate record of all CIs, their attributes, and their relationships. By having an up-to-date configuration management database (CMDB), organizations can ensure effective change management, incident resolution, and service continuity. This comprehensive understanding of CIs helps IT service management teams to make informed decisions and respond swiftly to service-related issues or changes.

The other options provided do not accurately capture the full scope of what a Configuration Item entails. For instance, a document outlining service protocols pertains more to service management practices rather than the specific components required for service delivery. A set of user requirements relates more to service design and does not address the tangible or intangible components themselves, while a list of incidents and problems is part of incident management rather than a CI concept, which focuses on the components that support service delivery rather than the events affecting them.