問47
頻出度★★★
IT サービスマネジメントのプロセスのうち, インシデントの根本原因を追及し, 再発を防止するプロセスはどれか。
平成23年度 秋期 ITパスポート試験 問47
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 47
Incorrectア
Incident Management is wrong. The goal of Incident Management is not to determine the root cause but to restore the interrupted service to its normal state as quickly as possible (early recovery). For that reason, recovery is given priority even when the cause is still unknown, using means such as restarting, switching to a standby machine, or applying a workaround. Spending time chasing the cause would delay recovery and widen the impact on the business, so cause analysis and recurrence prevention are deliberately handed over to Problem Management; that is how the roles are divided.
Incorrectイ
Change Management is wrong. Change Management is the process that, when a change is made to a system or service, assesses its scope of impact and risks and carries out the change in a controlled manner through an approval procedure. When a permanent countermeasure for a root cause identified by Problem Management is actually applied, Change Management handles the approval and recording of that change, but it does not have the role of pursuing the cause itself. It is strictly the process for managing the risks that come with a change.
- ウ
正解 The correct answer is ウ, Problem Management. In IT service management, dealing with a failure that has already affected users and taking action so that the same failure never happens again are deliberately managed as two separate processes. The former is Incident Management, the latter is Problem Management. Problem Management analyzes and identifies the root cause behind an incident that has occurred (the configuration item responsible, or a flaw in a procedure or design) and prevents the incident from recurring by implementing a permanent countermeasure. In addition, while no permanent fix is possible yet, it records a temporary workaround as a known error, so that the service desk can respond quickly when a similar incident occurs. What the question calls pursuing the root cause of an incident and preventing its recurrence is exactly the definition of Problem Management.
Incorrectエ
Release Management is wrong. Release Management is the process that reliably deploys (installs) software or hardware containing approved changes into the production environment after testing and puts it into operation. Its concern is the procedure and quality of distribution and installation; it is not responsible for analyzing the cause of an incident or devising measures to prevent recurrence. It becomes easier to tell them apart if you organize them as a flow: Problem Management identifies the cause, Change Management approves the countermeasure, and Release Management delivers the countermeasure to production.
ここがポイント
- The difference between Incident Management and Problem Management is the core of this question. Incident Management aims at early restoration of the service and restores it with a workaround even when the cause is unknown. Problem Management aims at determining the root cause and permanently preventing recurrence, and the cause that is found is recorded and used as a known error.
- Memorize the main IT service management processes by their purpose: Incident Management = early restoration; Problem Management = determining the root cause and preventing recurrence; Change Management = assessing the impact of a change and approving and controlling it; Release Management = reliably deploying an approved change into the production environment; Configuration Management = maintaining configuration information (the CMDB).
用語