問52
頻出度★★★
サービスデスクが行うこととして, 最も適切なものはどれか。
平成29年度 春期 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システム
This question's explanation and your answers so far.
解説
問 52
Incorrectア
«Eliminating the root cause of an incident to prevent its recurrence» is an activity of problem management, which is responsible for permanently identifying and removing causes. The service desk mainly handles reception, recording, and first-line response, and does not go as far as eliminating root causes.
Incorrectイ
«Deploying (rolling out) modified software» is an activity of release and deployment management (release management). The actual work of deploying into the production environment is not the service desk's role.
Incorrectウ
«Centrally managing changes to a service» is an activity of change management, which controls the evaluation, approval, and recording of change requests. This is a separate process from the service desk's contact-window work.
- エ
正解 The service desk is the function that acts as the single point of contact (SPOC) linking IT service users with the service provider. It receives inquiries, incident reports, and service requests from users, records their content, and performs first-line handling or hands them over to the appropriate staff. Choice エ, «Receive and record inquiries from users», is exactly this role, so it is correct.
ここがポイント
- As the single point of contact (SPOC) with users, the service desk is the function that handles receiving inquiries and incident reports, recording them, and first-line response.
- Remember to distinguish the responsible processes: removing root causes is problem management, controlling changes is change management, and deploying software is release management.
用語