問41
頻出度★★★
サービスサポートにおける管理機能のうち, ハードウェア, ソフトウェアといった IT 資産を網羅的に洗い出し, IT 資産の管理台帳に記録し管理するものはどれか。
平成22年度 春期 ITパスポート試験 問41
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 41
Incorrectア
Incident management aims to minimize the impact on users and restore normal service as quickly as possible when an incident such as a service outage or a drop in quality occurs. What it records is the history of receiving, handling, and recovering from incidents, not the IT assets themselves, so it is not the function that comprehensively identifies assets and records them in a register.
- イ
正解 The correct answer is イ, configuration management. Configuration management is the management function that comprehensively identifies the hardware, software, network devices, documents, licenses, and so on that make up a service as configuration items (CI: Configuration Item), registers each item’s identification information, structure, location, version number, and interrelationships in a configuration management database (CMDB), and always keeps that information up to date. The IT asset management register mentioned in the question is exactly this CMDB. Because configuration management maintains an accurate register, the scope of impact can be identified immediately when a failure occurs, and the ripple effect on other configuration items can be assessed in advance when a change is made. In other words, configuration management plays the foundational role of supplying accurate information to all the other service support processes.
Incorrectウ
Problem management aims to identify the root cause (the problem) behind incidents and to put permanent countermeasures in place so that they do not happen again. What it handles is information about causes and countermeasures; it is not responsible for taking inventory of assets or recording them in a register. A good way to sort out the difference is that incident management handles the immediate recovery, while problem management pursues the cause.
Incorrectエ
Release management (release and deployment management) aims to bundle approved changes and reliably introduce and deploy them into the production environment. It is the execution-side process that handles planning, testing, distributing, and bringing releases into operation; reflecting the result of an installation in the register is the job of configuration management, so release management itself is not the function that identifies and records assets.
ここがポイント
- Configuration management = the process that comprehensively identifies IT assets (configuration items, CIs), registers them in the register called the configuration management database (CMDB), and keeps it up to date. When keywords such as register, comprehensive identification, configuration item, or CMDB appear, choose configuration management.
- Distinguish the scope of each main service support process. Memorize the mapping like this: incident management = early recovery, problem management = removing root causes and preventing recurrence, change management = approving changes, release management = deployment to production, configuration management = recording and maintaining configuration information.
用語