問31
頻出度★★★
サービスデスクがシステムの利用者から障害の連絡を受けた際の対応として，インシデント管理の観点から適切なものはどれか。
平成21年度 秋期 ITパスポート試験 問31
マネジメント系サービスマネジメント › サービスマネジメントシステム
This question's explanation and your answers so far.
解説
問 31
Incorrectア
A fundamental resolution aimed at preventing recurrence (removing the root cause) is the role of problem management, and it also takes time. In incident management, restoration comes first; putting a fundamental resolution ahead of restoration would prolong the business outage, so this is inappropriate.
- イ
正解 The goal of incident management is not to identify the cause of a failure, but to restore the service as quickly as possible so that the user's business is interrupted as little as possible. Therefore, if a workaround for a known incident exists (one accumulated as a known error), the service desk should first tell the user about it and bring the business back to a state where it can continue. Hence イ, which says to prioritize the continuity of the system user's business and communicate a known workaround first, is correct.
Incorrectウ
Progress reports must be shared not only with the person who made the report, but also with other users affected by the same failure, the departments concerned, and the relevant people on the service provider side. Limiting the reporting to the original reporter makes it impossible to grasp the scope of impact or to handle follow-up inquiries, so this is inappropriate.
Incorrectエ
The service desk is the single point of contact (SPOC) for users: it should record and classify the inquiries it receives itself and escalate them internally when necessary. Merely referring the user to another contact and passing them around fails to fulfill its role as the point of contact, so this is inappropriate.
ここがポイント
- The purpose of incident management is the early restoration of service (business continuity), not investigating causes; removing the root cause is handled by problem management — that is the division of roles.
- As the single point of contact (SPOC), the service desk receives inquiries and is responsible for offering known workarounds and for sharing progress with, and escalating to, the people concerned.
用語