問42
頻出度★★☆
ITサービスマネジメントを説明したものはどれか。
平成21年度 秋期 ITパスポート試験 問42
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
This question's explanation and your answers so far.
解説
問 42
- ア
正解 IT service management means that the side providing IT services plans, delivers, monitors, and improves those services, managing their operation in an organized way so as to meet customer requirements (the service quality and levels agreed in an SLA or similar). Choice ア says that a company providing IT-related services effectively delivers operationally managed services in order to satisfy customer requirements, which is exactly this definition. ITIL, a collection of best practices, is precisely this way of thinking put into a systematic form; the key point is managing day-to-day operation from the service provider's viewpoint and continuously improving it.
Incorrectイ
The activity of verifying whether a new product, service, or system can be realized as a business activity is a description of a feasibility study. It evaluates in advance whether a business venture is viable, so both its purpose and its object differ from IT service management, which manages the operation of services already being provided.
Incorrectウ
Organizing and managing the knowledge accumulated within an organization from past experience, and sharing it among employees, is a description of knowledge management. Sharing knowledge helps improve services, but in itself it is not the definition of IT service management.
Incorrectエ
Positioning businesses or products on a chart with two axes, market share and industry growth rate, in order to formulate strategy is PPM (product portfolio management). It is an analysis method for deciding how to allocate resources in management strategy, a different concept from IT service management, which manages the operation of services.
ここがポイント
- IT service management is the activity of systematically managing the delivery and operation of IT services, and continuously improving them, so as to meet the service levels agreed with the customer; ITIL is its collection of best practices.
- Distinguish the confusingly similar terms: feasibility study (verifying whether a business venture is viable), knowledge management (sharing and using knowledge), and PPM (portfolio analysis of businesses based on market share and growth rate).
用語