問40
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ITIL の説明として，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40
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This question's explanation and your answers so far.
解説
問 40
Incorrectア
It is correct that the target area is the operations management of IT services, but it is wrong to describe the substance as a “software package”. ITIL is not a product you purchase and install, but a set of books and guidelines that compiles ways of thinking and procedures for operations management. What is described here is an operations management software product such as an integrated operations management tool or a service desk tool that records incidents, manages configuration information, and automates job operation; it sits at a different level from ITIL. Note that some such tools do have a feature set that conforms to the ideas of ITIL, but that only means the tool side refers to ITIL; ITIL itself is not software.
- イ
正解 The correct answer is イ. ITIL (Information Technology Infrastructure Library) is a set of guidelines (a series of books) that systematically collects and organizes the practical success stories recognized as effective in operating and managing IT services, in other words, best practices. It was originally begun in the 1980s by a UK government agency in order to improve the quality of its own country's IT services, and because its content is universally applicable it became a de facto world standard that is referred to regardless of country or industry, and it also became the basis of ISO/IEC 20000, the international standard for IT service management. What ITIL covers is not the process of building a system, but the way of managing things so that a system already in operation keeps being provided to users as a service of stable quality. As representative content, the service support area, which supports day-to-day operations, includes the service desk, incident management, problem management, configuration management, change management, and release management, while the service delivery area, which deals with medium- and long-term planning, includes service level management, availability management, capacity management, IT service financial management, and IT service continuity management. In service level management, what the provider and the user have agreed on is documented as an SLA (Service Level Agreement), and it is continuously improved by turning the PDCA cycle. The important point is that ITIL is a collection of documents presenting ways of thinking and procedures that say “doing it this way worked”, and it is neither a product that runs once you install it nor a mandatory standard that must be followed exactly. In actual application, you select and adopt only the parts you need, matching them to your own company's scale and business content. Therefore イ, which correctly states both the target area of IT service operations management and the substance of being a collection of best practices, is appropriate.
Incorrectウ
This is a description of the Common Frame (SLCP-JCF). The Common Frame is a framework that, for the whole life cycle of software covering planning, requirements definition, development, operation, and maintenance, defines work items (processes, activities, and tasks) and terminology that both the acquirer (the ordering side) and the supplier (the receiving side) can use in common; its purpose is to eliminate differences in understanding between the two sides and to make transactions and the scope of work appropriate. Because its target is software development and the transactions around it, its area differs from that of ITIL, whose target is the operations management of IT services already in operation.
Incorrectエ
This is a description of software development models, whose target area differs from that of ITIL. A development model is a type of approach showing in what order and in what units development work is carried out; examples include the waterfall model, which proceeds through the phases in order without going back, the prototyping model, which confirms requirements with a trial product, the spiral model, which expands the scale through iterations accompanied by risk assessment, and agile approaches, which continuously deliver working software in short iterations. All of these are ways of carrying out the process of building a system, and they are different from ITIL, which deals with the operations management needed to keep providing a finished system as a service.
ここがポイント
- Definition of ITIL — ITIL (Information Technology Infrastructure Library) is a series of books and guidelines that systematically compiles the best practices (success stories) of IT service management. It began with the work of a UK government agency, became a de facto world standard, and also became the basis of ISO/IEC 20000. The key point is that it is neither a product nor a mandatory standard, but a reference document from which you select what suits your own company.
- Distinguishing it from confusable frameworks — If the target is the operations management of IT services already in operation, it is ITIL; if it is the standardization of work items and terminology for software development and its transactions, it is the Common Frame (SLCP-JCF); if it is a type of approach for carrying out development work, it is a development model such as waterfall, spiral, or agile. You can tell them apart by first identifying the target area (operations or development) and then checking the substance (a document, a product, or a model).
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