問36
頻出度★★★
IT サービスマネジメントのプロセスにおいて，過去の履歴や構成情報などをデータベース化する目的 a～c のうち，適切なものだけを全て挙げたものはどれか。 a IT サービスに関連する構成要素の情報を常に正しく，最新の状態であるように維持管理し，必要な情報をいつでも確認できるようにする。 b 過去に対応したインシデントの記録をナレッジとして蓄積し，利用者からの問合せに対する一次回答率を高める。 c 過去に発生した障害の原因と対策を蓄積し，再発の防止に役立てる。
平成24年度 秋期 ITパスポート試験 問36
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 36
Incorrectア
This lists only a and drops b and c, so it is inappropriate. It is true that a, which puts configuration information into a CMDB, is correct, but the question asks about the purposes of building a database of past history and configuration information, and b (turning incident records into knowledge) and c (accumulating causes of and countermeasures for failures), which are about making use of past history, are equally appropriate purposes.
- イ
正解 The correct answer is イ, a, b, c. In IT service management, storing past history and configuration information in a database so that it can be accumulated and reused is the foundation of every process, and a, b, and c are all legitimate purposes of doing so. Item a is the purpose of configuration management: information about the elements that make up an IT service (configuration items) — servers, software, licenses, and so on — is registered in a configuration management database (CMDB) and kept correct and up to date at all times, so that it can be checked whenever needed. Item b is the purpose of incident management and the service desk: if incidents handled in the past and their solutions are accumulated as knowledge, then when a similar inquiry arrives the service desk can answer on the spot, without escalating to a specialist department, and the share of cases solved by the first response rises. Item c is the purpose of problem management: by recording and accumulating the root causes of failures that have occurred and the countermeasures taken, failures from the same cause can be kept from recurring. All three make sense in that the accumulated data is put to use later, and there is nothing that should be excluded, so イ, which includes all of them, is correct.
Incorrectウ
This lists only b and drops a and c, so it is inappropriate. Raising the first-response rate by accumulating knowledge, as in b, is certainly appropriate, but a (configuration management), which keeps the information of configuration items correct and up to date, and c (problem management), which accumulates causes of and countermeasures for failures to help prevent recurrence, hold just as well as purposes of building a database.
Incorrectエ
This lists b and c but drops a, so it is inappropriate. The question itself says past history and configuration information, so it does touch on configuration information; and a — keeping the information of configuration items correct and up to date at all times so that it can be checked whenever needed — is precisely the purpose of maintaining a configuration management database (CMDB), so there is no reason to exclude it.
ここがポイント
- Learn the purposes of building databases in IT service management process by process: configuration management = keeping the information of configuration items correct and up to date in a CMDB (a); incident management and the service desk = turning past handling records into knowledge to raise the first-response rate (b); problem management = accumulating root causes of and countermeasures for failures to prevent recurrence (c).
- For questions of the type that ask you to list all and only the appropriate items, do not work backwards from the combinations given in the choices; judge a, b, and c one at a time and independently as correct or incorrect, and then pick the matching combination. As in this question, there are cases where all three are correct and the answer is all of them, so do not assume from the start that an incorrect item must be mixed in.
用語