問44
頻出度★★★
サービスデスクのインシデント管理に関する評価指標①～③のうち，適切なものだけを全て挙げたものはどれか。 ① SLAで定められた目標対応時間内に対応が完了したインシデントの割合 ② インシデントの平均解決時間 ③ 対応が終了していないインシデントの割合
平成25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
It lists only ① and ②, excluding ③ “the proportion of incidents for which the response has not been completed” as inappropriate, and that is the mistake. ① and ② are metrics about incidents that have been completed, so looking only at these two makes you overlook how many unresolved cases are being left to pile up. The proportion of incomplete incidents is an effective metric for detecting insufficient processing capacity and the accumulation of long-running cases at an early stage, so there is no reason to exclude it.
Incorrectイ
It lists only ① and ③, excluding ② “the average resolution time of incidents”, and that is the mistake. Average resolution time is a representative metric for how quickly service is restored, and it is directly tied to the very purpose of incident management. If you look only at the SLA compliance rate of ①, you tend to think that anything within the target time is fine, which makes it hard to notice that overall response times are gradually getting worse. Only by using average resolution time together with it can you track the trend of improvement, so excluding it is not appropriate.
Incorrectウ
It lists only ② and ③, excluding ① “the proportion of incidents whose response was completed within the target response time defined in the SLA”, and that is the mistake. ① measures whether the service level agreed with users is being kept, and it is the metric most emphasized in incident management. Average resolution time (②) is an average value, so it cannot distinguish a situation where most incidents are within the target time but a few greatly exceed it from the opposite situation. Dropping the SLA compliance rate means losing the service level management viewpoint, so it is not appropriate.
- エ
正解 The correct answer is エ. Incident management is the process that, when an incident such as a failure or an inquiry occurs, keeps the impact on business operations to a minimum while restoring normal service as quickly as possible within the time agreed in the SLA. Whether an evaluation metric (KPI) is appropriate is judged by whether it can measure how well this purpose is being achieved. ① “The proportion of incidents whose response was completed within the target response time defined in the SLA” directly measures how well the agreed target is met, that is, the degree of SLA compliance; from the viewpoint of service level management it is the most basic metric. ② “The average resolution time of incidents” is the average time taken from receiving an incident until it is resolved, and it measures how quickly service is restored. If this value gets worse, it becomes a clue for suspecting a shortage of staff, a lack of knowledge, or problems in the escalation procedure. ③ “The proportion of incidents for which the response has not been completed” shows the amount of incidents that remain unresolved and are piling up (the backlog). A high proportion means that processing is not keeping up with the number of incidents occurring, or that long-running cases are accumulating, and it becomes an occasion to review the service desk capacity and the operational structure. ①, ②, and ③ all measure the same purpose — whether restoration is quick and reliable — from three different angles: compliance, speed, and backlog. All of them are appropriate. Therefore エ, which lists ①, ②, and ③ in full, is the correct answer.
ここがポイント
- The purpose of incident management is not to investigate causes as such, but to keep the impact on business operations to a minimum and restore normal service as quickly as possible within the agreed time (identifying root causes and preventing recurrence is the role of problem management). Whether an evaluation metric is appropriate is judged by whether it can measure how well this purpose is achieved.
- Representative evaluation metrics for incident management include: the proportion completed within the SLA target time (compliance), average resolution time and average response time (speed), the proportion or number of unresolved incidents (backlog), and the first-line resolution rate (the proportion resolved by the service desk alone). Compliance, speed, and backlog complement one another, and looking at only one of them leads to a mistaken picture of reality, so monitoring several in combination is the basic approach.
用語