問53
頻出度★★★
サービスサポートにおける構成管理の役割はどれか。
平成21年度 秋期 ITパスポート試験 問53
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 53
- ア
正解 Configuration management is the process that defines and identifies in advance the hardware, software, network devices, documents and other items needed to deliver a service as configuration items (CIs), and registers and accurately maintains their versions, attributes, and the relationships among CIs in a configuration management database (CMDB). Choice ア, managing the information of predefined IT assets, is exactly this role, so ア is correct. Only when the CMDB is accurate can incident management quickly identify the scope of impact and change management assess where a change will ripple. In other words, configuration management provides the information foundation that supports the other service support processes.
Incorrectイ
Managing incidents from occurrence to resolution is the role of incident management. Incident management aims to restore an interrupted or degraded service as quickly as possible (a temporary workaround is acceptable), while identifying the root cause is the job of problem management. It is a different process from configuration management, whose purpose is to maintain CI information.
Incorrectウ
Assigning, training, and managing the working hours of service support personnel belongs to human resource management and organizational operations; among the five ITIL service support processes, none of this is the role of configuration management. What configuration management manages is not people but the information about configuration items (IT assets).
Incorrectエ
Actually carrying out and recording an approved change is the domain of change management and release management. Change management controls the process from receiving a change request through impact assessment to approval, and release management performs the implementation and rollout to production after approval. Configuration management stands in the position of reflecting and maintaining the result as CI information; it is not the process that performs the change work itself.
ここがポイント
- Configuration management = the process that defines and identifies configuration items (CIs) in advance and accurately maintains their attributes and relationships in a configuration management database (CMDB). It is the foundation that supplies correct IT asset information to the other processes.
- Do not confuse the division of roles in service support: incident management = quick restoration, problem management = removing root causes, change management = assessing and approving changes, release management = rolling out to production, configuration management = maintaining CI information.
用語