問36
頻出度★★★
メールシステムに関するサービスマネジメントのPDCAサイクルのうち, C (Check) に該当するものはどれか。
平成26年度 秋期 ITパスポート試験 問36
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 36
Incorrectア
Proposing a review of the server configuration in order to shorten the response time is the drawing up of corrective and improvement measures for a shortfall against the target that was revealed by Check, so it corresponds to A (Act). Proposing an improvement is not the evaluation itself.
Incorrectイ
Setting target values such as availability and clarifying the necessary resources corresponds to P (Plan), the starting point of the cycle. The target values decided here become the reference used for comparison later in Check.
- ウ
正解 In service management, the C (Check) of the PDCA cycle is the “check and evaluation” stage. It refers to the activity of measuring objective indicators in order to compare and evaluate how the actual results of Do turned out against the target values set in Plan. Choice ウ says “Measured the number of failures and recovery time of the email system to calculate the availability, and compared it against the target values.” This is exactly the definition of Check itself: measuring actual values (number of failures, recovery time) → calculating an indicator (availability) → comparing it with the target values. It corresponds to the process of evaluating, as service reporting, whether the service levels agreed in the SLA are being met, so the correct answer is ウ.
Incorrectエ
Carrying out setup work such as file allocation in accordance with the design details corresponds to D (Do), which turns the plan into reality. It is the execution of work, not the measurement and evaluation of results.
ここがポイント
- Distinguishing the four stages of the PDCA cycle: Plan = planning target values and resources; Do = carrying things out as planned; Check = measuring actual results and comparing/evaluating them against the target values; Act = corrective and improvement action for the gaps. Judge a choice by which of these it is: “decided”, “carried out”, “measured and compared”, or “proposed a review”.
- In the Check stage of service management, the focus is on measuring quantitative indicators (service levels) such as availability, number of failures, recovery time, and response time, then matching them against the SLA target values and reporting the results (service level management, service reporting).
用語