問40
頻出度★★★
ITサービスマネジメントのプロセスに関する説明のうち, 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40
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 40
- ア
正解 The correct answer is ア. In IT service management, dealing with a failure (an incident) that has occurred to users and investigating its cause are separated into different processes. The purpose of incident management is simply to restore the service as quickly as possible, and it is acceptable to bring operations back with a temporary workaround. Problem management, in contrast, is the process that identifies the root cause behind an incident and puts a permanent solution in place to prevent recurrence. Therefore the statement that investigating the root cause of a software failure is problem management is appropriate as a description of problem management, so ア is correct.
Incorrectイ
Deciding whether a software change is needed is not release management but change management. Change management is the process that receives change requests, evaluates their scope of impact, risk, and cost, and then approves or rejects whether to carry them out. Release (and deployment) management is in charge of the stage where an approved change is actually distributed and installed into the production environment, so it does not judge whether a change is needed.
Incorrectウ
Managing software versions (configuration information) is not incident management but configuration management. Incident management is the process that records and handles incidents such as service outages or quality degradation and restores service quickly; recording the versions of configuration items is outside its scope. The relationship is that incident management and change management refer to and use the configuration information held by configuration management.
Incorrectエ
Actually incorporating the software and confirming its operation is not change management but release and deployment management. Change management is responsible only up to deciding whether a change may be made; after approval, incorporating it into the production environment, confirming that it works correctly, and rolling it out is the role of release and deployment management.
ここがポイント
- How the four IT service management processes are divided: incident management = restoring the service quickly; problem management = finding the root cause and taking permanent measures; change management = evaluating and approving whether a change is needed and allowable; release and deployment management = incorporating an approved change into the production environment and confirming that it works.
- Remembering them in pairs — investigating causes is problem management while restoring service is incident management; making the decision is change management while carrying it out is release management — lets you quickly see through the swapped-role wrong choices used in this question. The point that version management belongs to configuration management is also frequently tested.
用語