問41
頻出度★★★
IT サービスマネジメントにおいて利用者に FAQ を提供する目的として, 適切なものはどれか。
平成30年度 春期 ITパスポート試験 問41
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 41
Incorrectア
“Providing a framework for IT service management” is the role of best-practice collections such as ITIL; it is not the purpose of an FAQ. An FAQ is a collection of answers to specific questions, not something that provides the management framework itself.
Incorrectイ
“Setting target values for service levels between the service provider and the user” is the purpose of an SLA (Service Level Agreement). An FAQ has nothing to do with agreeing on target values; it is a mechanism that provides answers to known questions.
Incorrectウ
“Establishing a single point of contact that accepts all kinds of inquiries” is the role of the service desk (single point of contact, SPOC). An FAQ is an information source that lets users look things up and solve problems by themselves before contacting the desk; it is not the contact function itself.
- エ
正解 An FAQ is a pre-organized, publicly available collection of “frequently asked questions and their answers.” Before contacting a support desk, users can first consult the FAQ and look up common questions or known troubles and solve them on their own. This lets users resolve issues without waiting, and it also reduces the load of routine inquiries on the service provider. Therefore, the purpose of providing an FAQ is to help users solve problems by themselves, so エ is correct.
ここがポイント
- An FAQ compiles and publishes frequently asked questions and their answers, helping users solve problems by themselves (self-service before making an inquiry).
- Distinguishing easily confused concepts: service-level target values are handled by the SLA, the single point of contact by the service desk, and the management framework by frameworks such as ITIL.
用語