問32
頻出度★★★
サービスマネジメントの PDCA サイクルのうち, A (Act) で実施することはどれか。
平成22年度 春期 ITパスポート試験 問32
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 32
Incorrectア
“Clarify the scope of service management and the necessary resources, etc.” is the planning work of deciding what will be done, to what extent, and with what resources, so it is a P (Plan) activity. It is the entrance to the improvement cycle, not the action taken in A (Act).
Incorrectイ
“Measure the utilization of resources and monitor the processes” is the activity of evaluating and checking whether things are being carried out as planned, which corresponds to C (Check). It is by taking up the results obtained here that improvements are made, and that is A (Act), so this choice is the phase just before A.
- ウ
正解 A (Act) in the PDCA cycle is the phase of taking action and making improvements: it receives the gaps and problems revealed by the measurement and monitoring in C (Check), and is the stage where corrective action and continual improvement are carried out. Choice ウ, “Set improvement goals for resource utilization and improve the processes, etc.”, is exactly the activity of resetting goals based on the evaluation results and improving the service management processes themselves, so it falls under A (Act). In service management standards such as ISO/IEC 20000 as well, A is positioned as the phase responsible for Continual Improvement. Therefore the correct answer is ウ.
Incorrectエ
“Manage the allocated resources, and manage the team including the service desk and operators, etc.” is the implementation activity of delivering and operating the service day to day according to the plan, which corresponds to D (Do). It is not action taken for the sake of improvement, so it is not A (Act).
ここがポイント
- PDCA in service management: P = Plan (clarify the scope, objectives, and resources), D = Do (manage resources and teams, deliver and operate the service), C = Check (measure, monitor, and review), A = Act (corrective action and continual improvement).
- The essence of A (Act) is continual improvement. The point to grasp is that it is the phase where you set improvement goals based on the gaps found in Check, re-examine the processes themselves, and connect on to the next P.
用語