問52
頻出度★★☆
顧客のニーズに合致したサービスを提供するために，組織が情報システムの運用の維持管理及び継続的な改善を行っていく取組みとして，適切なものはどれか。
平成29年度 秋期 ITパスポート試験 問52
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 52
Incorrectア
IT governance is a mechanism that aligns business strategy with IT and, from management's standpoint, controls and oversees whether IT investment and use are carried out appropriately. Its focus is direction-setting and oversight, not the effort of running the day-to-day maintenance and management of service operations or continuous improvement itself.
- イ
正解 IT service management (ITSM) is a management framework for continuously providing and maintaining IT services that meet customer needs, run through day-to-day operations management and continuous improvement via the PDCA cycle; its collection of best practices is ITIL. The items the question lists — providing services that meet customer needs, maintaining and managing operations, and continuous improvement — are all activities that ITSM itself covers, so イ is correct.
Incorrectウ
The service desk is one function that makes up ITSM — a single point of contact for receiving inquiries and incidents from users. It is not the whole effort that encompasses operational maintenance and continuous improvement, but merely one of its component functions.
Incorrectエ
Project management is a method for planning, executing, and managing a time-bound activity (a project) that has a defined start and end, within its goals, deadline, and cost. Its object differs from the ongoing, steady-state maintenance, management, and continuous improvement of service operations.
ここがポイント
- IT service management (ITSM) = management activities that continuously provide and improve IT services meeting customer needs; its collection of best practices is ITIL.
- The service desk is merely one function of ITSM (a single point of contact); distinguish it from ITSM, which refers to the whole effort.
用語