問49
頻出度★★★
インシデント管理の目的について説明したものはどれか。
平成30年度 秋期 ITパスポート試験 問49
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 49
Incorrectア
The work of reliably migrating new software into the production environment is a description of release (deployment) management, not the purpose of incident management.
Incorrectイ
Managing the series of tasks that arise from a change request (RFC) is a description of change management, which is a separate process from incident management.
- ウ
正解 The purpose of incident management is that, when a failure (incident) that disrupts an IT service occurs, before investigating the root cause, first restore the IT service as quickly as possible and keep the impact on the business (operations) to a minimum. Choice ウ describes exactly this early restoration and minimization of business impact, which is the very purpose of incident management, so it is correct.
Incorrectエ
Managing information about the configuration elements required to provide an IT service and their combinations is a description of configuration management (CMDB), not the purpose of incident management.
ここがポイント
- The purpose of incident management is early restoration of the service and minimization of the impact on the business; its role differs from identifying the root cause and applying permanent countermeasures (problem management).
- Do not confuse its purpose with that of other service management processes such as release management, change management, and configuration management.
用語