問35
頻出度★★★
IT サービスマネジメントが担う情報システムの管理作業のうち, システムの不具合の暫定的な回避策を実施し迅速な復旧を行うプロセスはどれか。
平成23年度 秋期 ITパスポート試験 問35
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 35
- ア
正解 The correct answer is ア. Incident Management is the process whose purpose is to restore the agreed service level as quickly as possible when an incident occurs, such as an IT service outage or a drop in service quality. What matters most here is not “identifying the cause” but “getting users back to a state where they can continue their work,” and to do so the process actively uses temporary workarounds. For example, if an application on a server terminates abnormally and business stops, emergency measures are taken before analyzing why it crashed — restarting the service, switching to a standby server, or asking users to continue with an alternative manual procedure — so that recovery comes first. The wording in the question, “implements a temporary workaround for a system malfunction and performs rapid recovery,” states exactly the purpose and the means of Incident Management. Note that after service has been restored with a temporary measure, the investigation of the root cause of the malfunction and the permanent countermeasure are handed over to a separate process, Problem Management. Separating Incident Management, which handles recovery, from Problem Management, which handles prevention of recurrence, keeps the cause investigation from being abandoned amid emergency response, and conversely keeps recovery from being delayed by insisting on finding the cause first. Therefore, the process that performs rapid recovery is ア, Incident Management.
Incorrectイ
Change Management is the process that, when a change is made to the system configuration such as hardware, software, or settings, evaluates the content of the change, its scope of impact, its risks, and the back-out procedure, and then carries the change out in a controlled manner after approval. Its purpose is to prevent failures caused by changes, not to work around a malfunction that has already occurred in order to recover quickly. On the contrary, it is by nature a process that requires procedures and approvals so as to restrain uncontrolled changes, so it does not fit as the process that performs rapid recovery itself.
Incorrectウ
Problem Management is the process that investigates and identifies the root cause behind incidents and puts a permanent solution in place to prevent recurrence. Its core activities are medium- to long-term ones, such as analyzing why the same kind of incident happens repeatedly and proposing the necessary fixes to Change Management. What the question asks for is “rapid recovery by means of a temporary workaround,” which is the role of Incident Management. The division of roles between Incident Management, which hurries recovery, and Problem Management, which removes the cause, is a classic contrast on this exam, so do not confuse the two.
Incorrectエ
Release Management is the process that reliably introduces and deploys new software or hardware approved by Change Management into the production environment after testing, and keeps a record of it. Its concern is the planning and reliability of the deployment work, not applying emergency measures to a failure in progress in order to restore service. It does appear when a fixed version of the malfunctioning software is distributed to production, but that step comes after Problem Management and Change Management, so it is not the process that performs the rapid recovery by a temporary workaround described in the question.
ここがポイント
- The division of roles between Incident Management and Problem Management — Incident Management is the “restore the service first” process, giving top priority to rapid recovery even if that means using a temporary workaround. Problem Management is the “never let it happen again” process, tracking down the root cause and applying a permanent countermeasure. If a question mentions temporary measures, emergency response, or rapid recovery, answer Incident Management; if it mentions root cause or prevention of recurrence, answer Problem Management.
- Where Change Management and Release Management fit — Change Management is the process that evaluates the impact of a change, approves or rejects it, and keeps it under control; Release Management is the process that reliably deploys an approved change into the production environment. A permanent countermeasure follows the flow of identifying the cause in Problem Management, approving it in Change Management, and deploying it in Release Management, and none of these is responsible for the immediate recovery at the time of a failure.
用語