問42
頻出度★★☆
ITサービスマネジメントのベストプラクティスを集めたフレームワークはどれか。
平成24年度 春期 ITパスポート試験 問42
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
This question's explanation and your answers so far.
解説
問 42
Incorrectア
ISO 14001 is an international standard that specifies the requirements for an environmental management system (EMS). It is used to build, operate, and certify a system in which an organization grasps the environmental load created by its business activities (waste, emissions, energy consumption, and so on), sets an environmental policy and targets, and improves its environmental performance by running the PDCA cycle. Its subject is protecting the environment; it is not a collection of best practices for providing or operating IT services.
Incorrectイ
ISO 27001 (JIS Q 27001 in Japan) is an international standard that specifies the requirements for an information security management system (ISMS). It defines a system in which risk assessment is carried out so as to maintain the confidentiality, integrity, and availability of information assets, the necessary controls are selected, and the arrangement is reviewed continuously; its aim is to secure information. Its field lies next to IT service management, but it is not a framework that collects best practices for service delivery processes, and it also differs in nature in that it is a requirements standard used for certification.
- ウ
正解 The correct answer is ウ (ITIL). ITIL (Information Technology Infrastructure Library) is a set of books (a library) compiled by a UK government body (the CCTA, whose role was later taken over by the OGC and now AXELOS). It collects best practices for IT service management (ITSM) — that is, the excellent working methods that have actually produced good results in many organizations. Its distinctive feature is that it sets out in a systematic way the concepts, processes, and terminology that IT departments and service providers need in order to deliver IT services of an agreed quality to users in a stable way and to keep improving them. Typical contents include the service support processes — incident management, problem management, configuration management, change management, and release management — and the service delivery processes — service level management, availability management, capacity management, IT service continuity management, and financial management. Note that ITIL is ultimately a compilation of practices that show “doing it this way works well”; it is not itself a standard that lays down requirements for certification. Building on ITIL, the international standard for IT service management, ISO/IEC 20000 (JIS Q 20000 in Japan), was developed, so the relationship is one of certification against a standard on one side and ITIL as the collection of best practices supporting its contents on the other. Therefore, the framework that collects best practices for IT service management is ウ.
Incorrectエ
JIS Q 15001 is a Japanese Industrial Standard (JIS; the Japanese name was later changed from Kogyo Kikaku to Sangyo Kikaku) that specifies the requirements for a personal information protection management system (PMS), and it is used as the assessment criteria for the Privacy Mark (P Mark) scheme. It requires personal information to be handled appropriately at every stage — acquisition, use, provision, storage, and disposal — together with a system for continuous improvement, so its subject is the protection of personal information. It is not a collection of best practices for IT service management.
ここがポイント
- ITIL is a set of books (a framework) that collects best practices for IT service management; it is not a requirements standard used for certification. Keep in mind the relationship that the international standard ISO/IEC 20000 (JIS Q 20000) was created on the basis of ITIL.
- Tell the confusing management-system standards apart by the field they cover — ISO 14001 is the environment (EMS), ISO 27001 / JIS Q 27001 is information security (ISMS), JIS Q 15001 is personal information protection (PMS, the criteria for the Privacy Mark), and ISO/IEC 20000 / JIS Q 20000 is IT service management.
用語