問33
頻出度★★★
ITサービスマネジメントのプロセスに該当するものはどれか。
平成26年度 春期 ITパスポート試験 問33
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 33
Incorrectア
“For a program under development, evaluate its quality based on factors such as the occurrence of defects (bugs)” is a quality management (quality evaluation) activity in software development. Its target is not a service in operation but a deliverable still under development, so it belongs to the system development process side and is not a process of IT service management.
Incorrectイ
“Have an independent third party audit” refers to a system audit. A system audit is an activity in which someone independent of the department being audited checks and evaluates whether operations and controls are appropriate, and then provides assurance or advice; it is not an activity of the party that provides and improves the service. Whenever the wording “an independent third party” appears, you can classify it as an audit.
Incorrectウ
“To ensure a system development project is completed as scheduled, evaluate its progress status” is project management (schedule management, progress management). A project is a temporary activity whose goal is to complete a deliverable, whereas IT service management targets the ongoing, never-ending provision of a service; this difference is how you tell them apart.
- エ
正解 The correct answer is エ. IT service management (ITSM) is the operations-side management activity of stably providing IT services that are already in operation to customers and of maintaining and improving their quality. At its center is service level management (SLM): against the service level agreed between the provider and the user (SLA: Service Level Agreement), you periodically measure and evaluate actual figures such as availability rate, response time, and failure recovery time, and take improvement measures when a target is not met, thus running a PDCA cycle. Choice エ, “Based on the system's operational results, evaluate the level of the service being provided”, is exactly this description of SLM, so it falls under a process of IT service management. The key points are that the target is not “something under development” but “a service in operation”, and that the party doing the evaluation is the service provider itself (the operations department).
ここがポイント
- IT service management (ITSM) is the operations-side management activity of “continuously providing, maintaining, and improving a service that is in operation”. It differs from the development process (quality management), project management (progress management), and system auditing (checks by an independent third party) in both its target and who carries it out.
- Service level management (SLM) = the representative ITSM process of repeatedly measuring and evaluating operational results against the service level agreed in the SLA, then reporting and improving. Wording such as “evaluate the level of the service based on operational results” is a sign of SLM.
用語