問37
頻出度★★★
情報システムの利用者対応のため, サービスデスクの導入を検討している。サービスデスクにおけるインシデントの受付や対応に関する記述のうち, 最も適切なものはどれか。
平成26年度 春期 ITパスポート試験 問37
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 37
Incorrectア
Incorrect. Providing no information to the user until the solution is officially determined is not appropriate. As the single point of contact (SPOC) for users, the service desk is responsible for communicating in a timely manner: confirmation that the report was received, the current status, the expected time to recovery, whether a workaround exists, and so on. If communication is cut off, users cannot plan their work, they repeat their inquiries and increase the load, and user satisfaction drops.
- イ
正解 The correct answer is イ. The purpose of incident management, which the service desk carries out, is to restore the service as quickly as possible to the agreed service level. Users are in trouble because their work has stopped, so the top priority is to get things usable again, even if only through a temporary workaround. Investigating the root cause of why the failure happened, and putting a permanent fix in place, is not incident management; it is handled as a separate process under problem management. Therefore the statement in イ, to handle it with the primary focus on restoring the service rather than on identifying the cause of the failure, is the most appropriate policy for a service desk.
Incorrectウ
Incorrect. There is no need to unify the intake channel into a single one regardless of the situation of the user's organization. SPOC means unifying the point of contact (the organization responsible for receiving requests) into one, not limiting the means of communication to one type. It is more appropriate to offer several channels according to the user's environment and the nature of the case, such as telephone for highly urgent failures and email for requests where a written record of the process should be kept.
Incorrectエ
Incorrect. In principle, all inquiries and incidents that are received are recorded, including those that were resolved immediately. Records are essential for accumulating known errors (knowledge), preventing recurrence through trend analysis, handing over to problem management, and evaluating service levels. If immediately resolved cases are not recorded, frequently occurring minor failures never become visible and the root cause cannot be traced.
ここがポイント
- The purpose of incident management is not to identify the cause but to restore the service as early as possible. Remember the division of roles: pursuing the root cause and putting permanent measures in place belongs to problem management.
- The service desk is the single point of contact (SPOC) for users; its basic principles are timely status communication, offering multiple intake channels, and recording every case.
用語