問37
頻出度★★★
ITサービスマネジメントにおけるインシデントはどれか。
平成22年度 秋期 ITパスポート試験 問37
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 37
Incorrectア
“The content and level of service agreed upon between the service provider and the user” is a description of an SLA (Service Level Agreement). An SLA is an agreement made in advance on matters such as the scope of the service, the availability rate, the response time, and the recovery targets when a failure occurs, and it serves as the criterion for judging what counts as a decline in service quality. It is the criterion itself, not an event that hinders the service, so it is not an incident.
- イ
正解 The correct answer is イ. In IT service management, an incident means an unplanned interruption to a service, a decline in service quality, or an event that has not yet affected the service to the customer but could do so. In other words, it is the event itself that causes a deviation from the state the service is supposed to be in. Choice イ, “Something that causes a decline in service quality”, corresponds directly to this definition. Concrete examples include a system going down, an extremely slow response, and a printer that cannot print; all of these are incidents. It is also worth remembering that the purpose of incident management is not to investigate the cause itself, but to restore the service to the agreed service level as quickly as possible (including applying a temporary workaround). The other three are all “an agreed document”, “provision of information”, and “a management activity”, and none of them is an event that hinders the service, so they do not fit the definition of an incident.
Incorrectウ
“Provision of billing information for service usage” belongs to the budgeting and accounting work for services (financial management and charging): calculating the cost according to actual usage and then billing or notifying the user. It is routine operational work carried out under normal conditions and has nothing to do with a decline in service quality, so it is not an incident.
Incorrectエ
“Activities to maintain and manage the service level” is a description of Service Level Management (SLM). It refers to the series of processes of concluding an SLA, continuously monitoring and reporting the actual performance of the service, reviewing it, and linking that to improvement. This is a management process that deals with various events including incidents, not the event itself, so it is a different thing from the definition of an incident.
ここがポイント
- The definition of an incident is an unplanned interruption to a service, a decline in service quality, or an event that has not yet affected the service to the customer. The purpose of incident management is not to investigate the cause but to restore the agreed service level quickly; identifying the cause and preventing recurrence is the role of problem management.
- Sorting out confusing terms: an SLA is the content and level of service agreed between the provider and the user (a document, a criterion), SLM (Service Level Management) is the activity of monitoring, reviewing, maintaining and improving that SLA (a process), and an incident is an event that hinders the service (an occurrence). Choose according to whether the question is asking about a document, an activity, or an event.
用語