問48
頻出度★★★
IT サービスにおいて, 問題が発生したときの解決プロセスにはインシデント管理と問題管理がある。インシデント管理の説明として, 適切なものはどれか。
平成22年度 春期 ITパスポート試験 問48
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 48
Incorrectア
“Remove the causes of problems that may occur in the future, preventing the problems from happening in advance” describes the proactive side of Problem Management. Incident Management is the process that deals with incidents that have already occurred; preventing future incidents in advance is not part of its scope.
- イ
正解 The purpose of Incident Management is to bring a service that has been degraded or stopped by an incident, such as a failure or a defect, back to its original state “as quickly as possible”, so that the impact on users and on business operations is kept to a minimum. Here, speed of recovery takes priority over identifying the cause: even a temporary fix or a workaround is acceptable, because once the service is usable again the goal of Incident Management has been achieved. Choice イ says exactly “restore service as quickly as possible from the degradation or interruption of service”, which is this definition itself, so it is the correct answer.
Incorrectウ
“Carry out the changes that have arisen in an effective and efficient manner” describes Change Management. Change Management is the process that approves, plans and carries out changes to systems and services and keeps the risks that come with those changes under control; it is a different process from Incident Management, whose purpose is to restore service.
Incorrectエ
“Identify the root cause and provide a permanent solution” describes Problem Management. The question stem itself contrasts Incident Management with Problem Management: investigating root causes and preventing recurrence (permanent countermeasures) is the role of Problem Management. Incident Management gives priority to fast recovery over finding the cause.
ここがポイント
- How Incident Management and Problem Management divide the work: Incident Management “restores service quickly from an incident that has occurred (minimising the impact, with temporary measures given priority)”, while Problem Management “investigates the root cause of incidents and provides a permanent solution that prevents recurrence”. Tell them apart by whether the purpose is recovery or removing the cause.
- Distinguishing the neighbouring processes that are easy to confuse: planning and carrying out changes belongs to Change Management, and proactive activities that prevent future incidents belong to Problem Management (proactive problem management); neither of them is Incident Management.
用語