問47
頻出度★★★
ITサービスマネジメントにおける問題管理の事例はどれか。
平成29年度 秋期 ITパスポート試験 問47
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 47
- ア
正解 The correct answer is ア. In IT service management, “problem management” is the activity of investigating and identifying the root cause of an incident (failure) and taking permanent measures to prevent its recurrence. Choice ア states that “to prevent the recurrence of a failure, identified the location of the defect in the application,” which is exactly a typical example of problem management that traces the root cause of a failure and prevents its recurrence, so it is appropriate.
Incorrectイ
“Because email could not be sent due to a network failure, conveyed the content by phone instead” is a response that temporarily restores or works around the degraded service, which falls under incident management (rapid service recovery). It does not investigate the root cause or prevent recurrence, so it is not problem management.
Incorrectウ
“Replacing the toner because the printer ran out of toner” is work that restores an event occurring right in front of you, which corresponds to incident management (or routine operational work). Because it does not involve cause analysis or the formulation of recurrence-prevention measures, it is not problem management.
Incorrectエ
“Initializing the password upon a user’s request” is the handling of a routine request, which falls under service request management (request fulfillment). It does not deal with the root cause of a failure, so it is not problem management.
ここがポイント
- Problem management = the activity of identifying the root cause of an incident and “preventing recurrence” through permanent measures. Keywords: “root-cause investigation” and “recurrence prevention.”
- Incident management aims to “restore service quickly” (temporary workaround / recovery). Grasp the difference in roles between it and problem management.
用語