問44
頻出度★★★
ITサービスマネジメントにおいて, インシデントの根本原因を解決して再発を防止することを活動目的とするプロセスとして, 適切なものはどれか。
平成27年度 春期 ITパスポート試験 問44
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 44
Incorrectア
The purpose of incident management is not to determine the root cause but to restore the service to the agreed level as quickly as possible and to minimize the impact on the business. Even when the cause is unknown, it is enough to recover by means of a workaround such as a restart or an alternative method, and it is not responsible for preventing recurrence. Pursuing the root cause after recovery is the role of problem management, so this is wrong.
Incorrectイ
The purpose of change management is to carry out changes to IT services and their components through controlled steps such as impact assessment, approval, and implementation planning, thereby holding down the risk of failures caused by the changes. It can serve as the receiving side that safely applies the permanent countermeasure identified by problem management, but it is not the process that investigates and identifies the root cause itself, so this is wrong.
- ウ
正解 The correct answer is ウ, “Problem management.” In IT service management, the response to incidents (events that cause an interruption of a service or a drop in its quality) is divided into two processes according to purpose. Of these, problem management is the process whose purpose is to investigate and identify the underlying “problem” — that is, the root cause — behind recurring or major incidents, and to put permanent measures in place so that they do not happen again. It covers investigating the cause, recording it as a known error, and proposing a permanent countermeasure, and it hands any required modification over to change management. The activity objective in the question, resolving the root cause and preventing recurrence, is exactly the definition of problem management, so ウ is appropriate.
Incorrectエ
The purpose of release management (release and deployment management) is to bundle approved changes into software or hardware release units and, after testing, to reliably introduce and deploy them into the production environment. It is a process that ensures the quality of deployment work, not an activity that resolves the root cause of an incident, so this is wrong.
ここがポイント
- Grasp the difference in purpose: incident management = restoring the service quickly (temporary handling and workarounds); problem management = finding the root cause and preventing recurrence with a permanent countermeasure.
- Remembering the division of roles and the flow — an incident occurs → incident management restores service → problem management identifies the root cause → change management approves → release management deploys to production — makes the processes easy to tell apart.
用語