問40
頻出度★★★
システムの運用管理におけるインシデント管理の目的として，適切なものはどれか。
平成21年度 春期 ITパスポート試験 問40
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 40
Incorrectア
Grasping and managing the configuration items of IT assets describes configuration management. The purpose of configuration management is to record and maintain accurately, in a configuration management database (CMDB), the configuration items (CIs) such as hardware, software, networks and documents together with their relationships, so that up-to-date configuration information is always available. Its aim is only to keep the configuration information accurate; it is not a process whose purpose is to restore a service quickly from an incident that has occurred, so this choice is wrong.
- イ
正解 The correct answer is イ. An incident is an event that causes (or may cause) an interruption or a drop in quality of an IT service; a server going down, a network outage, or an error in a business application are all incidents. Incident management is the process whose purpose is to restore the agreed service level (SLA) as quickly as possible when such an incident occurs, and to keep the negative impact on the business to a minimum. Choice イ, “Minimize the service interruption time and recover quickly, thereby maintaining the quality of the service”, expresses exactly that purpose, so it is correct. The most important point here is that incident management gives priority to getting the service back to normal quickly rather than to finding out why the incident happened. Therefore, even if the cause is still unknown, restoring the service with a temporary workaround such as a restart or a switch to a backup machine already fulfills the purpose of incident management. Identifying the root cause and preventing recurrence is the role of problem management, not of incident management.
Incorrectウ
Reliably carrying out changes to an IT service made up of software and hardware describes change management and release management. The purpose of change management is to assess the impact and risk of a change request and to follow the steps of approval, planning, implementation and review, so that failures caused by the change are prevented. It differs from incident management, which quickly recovers a service interruption that has already occurred, in the situation it addresses (a change to be applied from now on, versus an interruption happening right now), so this choice is wrong.
Incorrectエ
Responding to inquiries as the single window for users describes the service desk. The service desk is the function or organization that serves as the single point of contact (SPOC) with users; it receives and records incidents and works closely with incident management, but the two are different things. What the question asks about is the purpose of the management process called incident management, not the act of unifying contact into a single window itself, so this choice is wrong.
ここがポイント
- The purpose of incident management is to minimize service interruption time, recover quickly, and maintain the agreed quality of service. Its biggest characteristic is that recovery takes priority over investigating the cause, so restoring the service with a temporary workaround is enough; removing the root cause and preventing recurrence is the role of problem management.
- Memorize the service management processes and functions separately: configuration management keeps track of configuration items (CIs) accurately in a CMDB; change management and release management carry out changes safely and reliably; the service desk is the single point of contact (SPOC) with users; and problem management investigates root causes and prevents recurrence. Matching the keyword in each choice to the corresponding term and eliminating them one by one solves this question reliably.
用語