問44
頻出度★★★
IT サービスマネジメントのプロセスに関する説明 a～d のうち，適切なものだけを全て挙げたものはどれか。 a インシデント管理では障害の復旧時間の短縮を重視する。 b 変更管理では変更が正しく実装されていることを確認する。 c 問題管理ではインシデントの根本原因を究明する。 d リリース管理ではソフトウェアのライセンス数を管理する。
平成24年度 秋期 ITパスポート試験 問44
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 44
Incorrectア
a is appropriate, but b is not, so this option is wrong. Change management is the process that evaluates the content, risk, scope of impact, and cost of a request for change (RFC), approves whether to carry it out, and decides the implementation plan and schedule. Actually migrating and deploying an approved change into the production environment and confirming that it was implemented correctly is the role of release and deployment management, so as a description of change management it points at the wrong process. Remember the split this way: change management “decides whether we may change it,” while release management “delivers the decided change to production reliably and confirms it.”
- イ
正解 The correct answer is イ (a, c). In IT service management the purpose of each process is clearly divided, and only a and c describe their process as its purpose actually states. Incident management in a is the process that, when a service interruption or quality degradation (an incident) occurs, gives top priority to getting the user's business running again rather than to investigating the cause, and restores the service as quickly as possible within the agreed service level. Therefore “emphasizes shortening the recovery time after a failure” is a correct description. Problem management in c is the process that, after incident handling has temporarily brought the service back, investigates the root cause that produced the incident and applies permanent countermeasures to prevent recurrence. Therefore “investigates the root cause of incidents” is also a correct description. If you understand the two as a pair — incident management stops the symptom first, problem management removes the cause itself — you will not mix them up. On the other hand, b describes release and deployment management rather than change management, and d describes configuration management (IT asset management) rather than release management; in both cases the description belongs to a different process. Thus only a and c are appropriate, and イ, the combination of those two, is the correct answer.
Incorrectウ
Both b and d are inappropriate, so this option is doubly wrong. As stated above, b describes release and deployment management, not change management. Managing the number of software licenses in d is the role of configuration management (IT asset management), which accurately identifies and maintains configuration items such as hardware, software, and licenses along with their information. Furthermore, this option contains neither a nor c, the descriptions that are appropriate, so on that count as well it is not a combination that lists all and only the appropriate items.
Incorrectエ
c is appropriate, but d is not, and on top of that the appropriate a is missing, so this option is wrong. Release management (release and deployment management) is the process whose purpose is to migrate and deploy changes approved by change management reliably into the production environment; it is not the process in charge of keeping track of the number of licenses held or managing surpluses and shortages. Managing the number of licenses is handled by configuration management (IT asset management). Since this question uses the format of listing all and only the appropriate items, you cannot choose this combination, which includes the inappropriate d and lacks the appropriate a.
ここがポイント
- Memorize the main IT service management processes by their division of roles. Incident management = restore the service quickly and minimize the impact on business (treating the symptom); problem management = investigate the root cause of incidents and prevent recurrence (treating the cause); change management = evaluate and approve requests for change and plan them; release and deployment management = deploy approved changes into the production environment and confirm the implementation; configuration management (IT asset management) = accurately maintain the information of configuration items such as hardware, software, and licenses.
- For the format that asks you to list all and only the appropriate items among a–d, the standard tactic is to narrow down the options starting from the statements you can judge with confidence. In this question you can first drop ウ and エ, which do not contain the clearly correct a, and then settle the remaining ア and イ solely by whether b is right or wrong (is it change management or release management?).
用語