問35
頻出度★★★
ITサービスマネジメントの活動に関する記述として, 適切なものはどれか。
平成28年度 秋期 ITパスポート試験 問35
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 35
Incorrectア
Defining process maturity on levels 1 to 5 and supporting its improvement describes CMMI (Capability Maturity Model Integration). This is a framework for assessing and improving the maturity of a system development organization’s development processes, not an IT service management activity that deals with services in operation.
Incorrectイ
Defining roles and responsibilities and creating a staff acquisition plan is an activity of resource (human resource) management in project management. It is management for completing a development project, not an ITSM activity that deals with service operation.
- ウ
正解 The correct answer is ウ. IT service management is the activity of maintaining and improving the quality of IT services that are in operation. Choice ウ says it “defines indicators for system availability (such as the availability rate), collects operating performance data, and carries out planning, measurement, and improvement to achieve the targets”, which is service availability management and is itself continual improvement through PDCA (plan → measure → improve). Monitoring operational performance and driving improvement cycles in order to meet the target values promised in the SLA (service level agreement) is the central activity of ITSM, so ウ is appropriate.
Incorrectエ
Clarifying the required deliverables and the work needed to produce them is scope definition (creating the WBS) in project management. It is an activity that determines the scope of what is to be developed, not an IT service management activity.
ここがポイント
- The activity of IT service management (ITSM) = maintaining and improving the quality of services in operation. Availability management, SLAs, and continual improvement through PDCA are at its core.
- Development process maturity assessment (CMMI), staff acquisition planning, and scope definition (project management) are all separate domains that target development; do not confuse them with ITSM.
用語