問39
頻出度★★★
情報システムの運用における変更管理に関する記述として, 適切なものはどれか。
平成23年度 秋期 ITパスポート試験 問39
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 39
Incorrectア
“Reduce the impact of IT service interruptions so that users can resume their work as soon as possible” is the purpose of incident management. Incident management gives priority to restoring the service rather than to identifying the root cause, and it places importance on getting users back to their work quickly, even by using a known workaround or a temporary measure. Its purpose differs from that of change management, which controls changes in a planned way.
Incorrectイ
“Investigate the cause of an incident and consider measures to prevent its recurrence” describes problem management. Problem management is the process of identifying the root cause behind incidents and establishing a permanent countermeasure so that the same failure does not occur again and again. Note that when that permanent countermeasure is actually applied to the system it is put through the change management procedure — that is how the two are related — but investigating the cause itself is not the role of change management.
- ウ
正解 Change management is the process that controls modifications to a running information system or IT service through a fixed procedure, so that changes are not made at will. Its flow is: receive a request for change (RFC) → assess the degree of impact and the risks → decide whether to approve it → draw up an implementation plan → carry it out and check the result. Within this flow, what change management is responsible for is, for an approved change, drawing up a plan that covers when, by whom, and by what procedure it is carried out — including how to roll it back if a problem occurs — and managing and recording the work so that it is processed reliably and without omission exactly as planned. Choice ウ, “Make a plan to implement approved changes and ensure that they are processed reliably,” is precisely this, so ウ is the correct answer. The aim of change management is to prevent disorderly changes from stopping the service or from causing the configuration information to diverge from the actual state.
Incorrectエ
“Accurately keep track of changed IT assets and prevent them from being used for unintended purposes” describes configuration management (IT asset management). Configuration management accurately maintains configuration items such as hardware, software, and documents, together with their versions and relationships, in a configuration management database, and it keeps track of where assets are and how they are used so as to prevent unauthorized use or unapproved removal. Whereas change management controls the approval and execution of the change itself, configuration management is the side that accurately records and maintains the state after the change.
ここがポイント
- Change management is the process of drawing up a plan for carrying out approved changes reliably, and of controlling and recording the work so that it is processed as planned. Its flow is: receiving a request for change (RFC), assessing the degree of impact and the risks, approval, drawing up an implementation plan, and checking the result of the implementation; its aim is to prevent disorderly changes from stopping the service.
- Similar processes in IT service management are distinguished by their purpose. Incident management is for restoring the service quickly, problem management for identifying the root cause and preventing recurrence, configuration management (IT asset management) for accurately tracking and maintaining configuration items and assets, and change management for controlling the approval and reliable execution of changes — each has its own separate role.
用語