問49
頻出度★☆☆
IT サービス提供のための IT 機器類を設置しているデータセンタにおいて，IT 機器類の冷却や電源，建物への入退館といった物理的環境面での管理を責務とする活動として，適切なものはどれか。
平成25年度 秋期 ITパスポート試験 問49
マネジメント系サービスマネジメント › ファシリティマネジメント
This question's explanation and your answers so far.
解説
問 49
Incorrectア
Asset management is the activity of using a ledger to keep track of the IT assets a company owns, such as hardware, software, and licenses, and properly managing their location, configuration, quantity, contract status, and cost throughout their life cycle from introduction to disposal. What it manages is information about which assets are held, how many there are, and where and how they are used; it does not take responsibility for setting up and maintaining the physical environment itself, that is, the air conditioning, power supply, and building entry/exit control of the site where those assets are installed. It therefore does not match the activity described in the question.
Incorrectイ
Incident management is the activity that deals with failures or drops in service quality (incidents) occurring while an IT service is in operation, aiming first to restore the service as quickly as possible and keep the impact on business to a minimum, rather than to investigate the cause. It is a process for responding to events that have already occurred, not an activity that systematically maintains buildings and equipment, power, air conditioning, and entry/exit control in normal times. It is involved in recovery when a data center suffers a blackout or an air-conditioning failure, but managing the physical environment itself is not its responsibility, so it is wrong.
Incorrectウ
Service level management (SLM) is the activity of continuously monitoring and evaluating how well the level of service quality agreed between the service provider and the user (the SLA, or service level agreement) is being achieved, for example in terms of availability and response time, and of maintaining and improving service quality through reviews. What it manages is the agreement on service quality and the degree to which it is met, not the upkeep of buildings, power, or air-conditioning equipment itself. Facilities are only a means of supporting service quality, so managing the physical environment is not its direct responsibility, and it is wrong.
- エ
正解 The correct answer is エ, facility management. Facility management is the activity of treating facilities such as buildings and equipment as management resources and systematically managing their maintenance, upkeep, and effective use. In a data center, its targets are exactly the physical environment: the air conditioning (cooling) that keeps servers and network devices running stably, power equipment (substation equipment, an uninterruptible power supply (UPS), an on-site generator), earthquake-resistant and fire-prevention equipment, and entry/exit control for the building (authenticating and recording who enters and leaves). The cooling, power supply, and building entry/exit mentioned in the question all fall within this scope, so the activity responsible for managing them is facility management. Note that a UPS and an on-site generator are representative facilities that keep supplying power to IT equipment even during a blackout, and they are typical examples of what facility management covers.
ここがポイント
- Facility management: the activity of systematically maintaining and managing buildings and equipment (facilities) as management resources so that they stay in optimal condition. In a data center its targets are physical-environment items such as air conditioning (cooling), power equipment (UPS, on-site generator), earthquake-resistant and fire-prevention equipment, and building or room entry/exit control. When keywords such as buildings, equipment, power supply, air conditioning, or physical room access appear, you may judge the answer to be facility management.
- Telling the confusable management activities apart: asset management = managing what IT assets are held and their life cycle (its target is information about assets); incident management = restoring service quickly from a failure that has occurred (its target is the response to an event); service level management = monitoring, maintaining, and improving the quality level agreed in the SLA (its target is service quality). Distinguish them by what each one takes as the object of management.
用語