問36
頻出度★★★
社内システムの利用方法などについての問合せに対し, 単一の窓口であるサービスデスクを設置する部門として, 最も適切なものはどれか。
平成31年度 春期 ITパスポート試験 問36
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 36
- ア
正解 A service desk functions as the single point of contact (SPOC = Single Point of Contact) that receives users’ inquiries about how to use the system and reports of failures. Inquiries and problems that are received are first recorded and classified as incidents (events that disrupt, or may disrupt, normal service provision), and their resolution status is tracked until a reply is given to the user. It is incident management that handles this entire flow from receiving an inquiry to resolving it and replying, and the service desk is its front-line point of contact. Therefore, the most appropriate department to set up a service desk is (ア) the department in charge of incident management.
Incorrectイ
Configuration management is the activity of accurately grasping and maintaining configuration items (CIs) such as hardware and software together with their related information. It is not a contact-point function that receives inquiries from users, so it is not appropriate as the department to set up a service desk.
Incorrectウ
Change management is the activity of evaluating the impact of requests for change (RFCs) to the system and approving, recording, and managing them. It is not a function that serves as the first-line contact point for day-to-day user inquiries, so it is not appropriate.
Incorrectエ
Release management is the activity of systematically deploying and migrating approved changes to the production environment. It differs from the role of a single point of contact that receives inquiries, so it is not appropriate.
ここがポイント
- The service desk is the single point of contact (SPOC) with users, and is a function that works closely with incident management, which handles everything from receiving an inquiry to resolving it and replying.
- Distinguish the differing roles of the IT service management (ITIL) processes: incident management, configuration management, change management, and release management.
用語