問33
頻出度★★★
IT サービスマネジメントのプロセスには, インシデント管理, 問題管理, リリース管理などの活動がある。問題管理の活動はどれか。
平成22年度 秋期 ITパスポート試験 問33
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 33
Incorrectア
After reports came in from the departments, a backup system was started up in order to resume the service. This is an action that brings the service back as quickly as possible even without knowing the cause, so it is an incident management activity. The root cause is not investigated.
Incorrectイ
In response to an inquiry, the user was asked to check the PC settings and to correct the email address that was wrong. This is a typical incident management (service desk) response that restores service for an individual user on the spot, not problem management that analyzes the root cause of the whole system.
Incorrectウ
The faulty hardware component was replaced and a confirmation test was carried out, but this is recovery work for a failure that has already been identified. It is not the stage of analyzing the cause; it can be explained as incident management (and the actual work that goes with recovery), which returns the service to its original state. Mapped onto the three processes listed in the stem, applying the replacement part to the production environment and confirming it is also organized in ITIL v2 and JIS Q 20000 as release management (the activity of deploying changes approved through change management into production). Either way, it is not an investigation of the cause, so it is not problem management.
- エ
正解 The correct answer is エ. Problem management is the process of finding the root cause behind an incident that has occurred and using it to build permanent measures that prevent the incident from happening again. In エ, faced with the incident that the mail system went down, the action taken is not work to hurriedly bring the service back; instead, “to investigate the cause” the person in charge from the information systems department and the engineer from the vendor that built the system are gathered, and information collection is started. This is an activity focused on identifying and analyzing the cause, which is exactly problem management. The dividing line is not “was the service restored” but “is the reason it happened being pursued”.
ここがポイント
- The purpose of incident management is “restoring the service quickly”. Even when the cause has not been identified, it gives priority to bringing the service back with a temporary fix or a workaround.
- The purpose of problem management is “investigating the root cause and preventing recurrence”. It analyzes the causes of incidents, records known errors, and plans permanent measures. Release management is a separate process that deploys approved changes into the production environment in a planned way.
用語