問33
頻出度★★☆
ITの運用の効率化を図り, 可用性をはじめとするサービスの品質を高めようとするマネジメントシステムとして, 適切なものはどれか。
平成27年度 秋期 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
This question's explanation and your answers so far.
解説
問 33
Incorrectア
“IT technology strategy management” is an activity that plans and manages medium- to long-term technology policies, such as which technologies to adopt or invest in, from a management perspective. Its main purpose is not making daily operations more efficient or maintaining and improving service availability, so it is incorrect.
- イ
正解 The correct answer is “イ IT service management.” IT service management (ITSM) is a management framework that treats the operation and provision of IT as a “service,” aiming to make operations more efficient while continuously maintaining and improving service quality such as availability, reliability, and responsiveness. Its representative collection of best practices is ITIL, which systematizes processes such as availability management, incident management, and change management. This exactly matches the question’s wording of making operations more efficient and enhancing service quality starting with availability, so イ is appropriate.
Incorrectウ
“Scope management of IT projects” is an area of project management that defines the scope of work to be carried out in a project (what to build) and manages it without excess or deficiency. It is not quality management of the operational service after it goes live, so it is incorrect.
Incorrectエ
“Time management of IT projects” is an activity that manages a project’s schedule (the timeline and progress of the work). It is management aimed at meeting deadlines, not a framework for enhancing the availability and quality of an operational service, so it is incorrect.
ここがポイント
- IT service management (ITSM) is a framework that manages IT operations as a “service,” aiming to maintain and improve quality such as availability while making operations more efficient. Its collection of best practices is ITIL.
- Distinguish the difference in scope: ITSM deals with the quality of operations and services, whereas project management (scope/time management) deals with the scope and schedule of an individual project.
用語