問35
頻出度★★★
サービスデスクの主要な業務内容はどれか。
平成21年度 春期 ITパスポート試験 問35
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 35
Incorrectア
Investigating and analyzing usage in order to evaluate IT service levels is the work of “service level management (SLM),” which measures how well the SLA (service level agreement) is being met and connects that to improvement. A service desk can supply records of the inquiries it has received, but evaluating service levels itself is not its main task.
Incorrectイ
Investigating the causes of bugs in order to improve the quality of application software is the work of software maintenance, handled by the development and maintenance departments, or of “problem management,” which digs out root causes. The first-line response of a service desk aims at restoring the service quickly, so technical investigation of causes is not included in its main tasks.
Incorrectウ
Conducting interviews to gather system development requirements in order to plan the next-generation system is the work of planning processes such as system conception and system planning (the stage before requirements definition), and it is carried out by planners in the information systems department or by the user departments. This is different from the role of a service desk, which is the contact point for inquiries about services already in operation.
- エ
正解 A service desk (help desk) is an organization that connects users of IT services with the IT department, functioning as a “single point of contact” (SPOC: Single Point of Contact). It provides first-line reception for everything users bring to it — reports of failures (incidents), questions about how to operate a system, and various service requests. It resolves on the spot whatever it can answer, hands over what it cannot to specialist departments, and then tracks and reports on the progress. In other words, the main task of a service desk is “to improve user convenience, respond to inquiries such as those about troubles,” so エ is correct. From the user's point of view, the value of a service desk is that they never have to wonder whom to contact and their work can be restored more quickly.
ここがポイント
- A service desk is the single point of contact (SPOC) that receives inquiries and incident reports from users; its main tasks are first-line response, escalation to specialist departments, and tracking and reporting progress. Encouraging users to solve problems themselves, for example by maintaining FAQs (frequently asked questions), is also part of its role.
- Distinguish the division of roles among the functions and processes of IT service management: evaluating service levels belongs to SLM, identifying root causes belongs to problem management, and gathering system development requirements belongs to the planning processes — none of them are the service desk's work.
用語