問30
頻出度★★★
ITサービスマネジメントにおける管理サイクルを表すものはどれか。
平成25年度 秋期 ITパスポート試験 問30
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 30
Incorrectア
ITIL (Information Technology Infrastructure Library) is a set of books, a body of practical guidance that collects successful cases (best practices) of IT service management. ITIL does recommend continual improvement through PDCA, but ITIL itself is “a collection of knowledge” and is not a word that represents a management cycle itself.
- イ
正解 The correct answer is “イ”, PDCA. PDCA is a management cycle that keeps turning through the four stages Plan → Do → Check → Act, and in IT service management it is used as the basic framework for continually raising service quality. Concretely, in Plan you set service targets and the SLA and draw up a plan; in Do you deliver the service as planned; in Check you compare actual results against the target values and evaluate them; in Act you correct the problems found and feed them into the next Plan. Even when one round finishes it does not stop but goes back to the next Plan, and that is exactly what makes it a “cycle” — the very mechanism that realizes the glossary term “continual improvement”. Among the four choices, only PDCA matches what the question asks for: something that represents a management cycle.
Incorrectウ
An SLA (Service Level Agreement) is an agreement document in which the service provider and the user settle the quality level of the service (availability rate, response time, failure recovery time, and so on) in numerical terms. It does serve as material referred to as target values in the Plan and Check steps of the management cycle, but the SLA itself is a document, not a cycle.
Incorrectエ
SLCP (Software Life Cycle Process, the common framework) is a framework for standardizing the work content and the terminology across the whole software life cycle: planning, requirements definition, development, operation, and maintenance. It is a process model for software development and procurement, so both its subject and its purpose differ from a management cycle that turns round and round to improve the quality of an IT service.
ここがポイント
- PDCA = a management cycle that repeats Plan / Do / Check / Act. In IT service management it is positioned as the basic framework for continual improvement.
- Tell apart the roles of the four confusable terms: ITIL = a collection of best practices, SLA = an agreement document on service quality, SLCP = the common framework for the software life cycle, PDCA = the management cycle.
用語