問50
頻出度★★☆
ITサービスマネジメントのフレームワークはどれか。
令和元年度 秋期 ITパスポート試験 問50
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 50
Incorrectア
IEEE (the Institute of Electrical and Electronics Engineers) is a standards organization that develops technical standards in the electrical, electronic, and information fields. It is known for standards such as IEEE 802.11 for wireless LAN, but it is not a framework for IT service management.
Incorrectイ
IETF (the Internet Engineering Task Force) is an organization that develops standards (RFCs) mainly for Internet-related technologies such as TCP/IP. It is a body responsible for standardizing communication protocols, and it is not a framework for IT service management.
Incorrectウ
ISMS (Information Security Management System, JIS Q 27001 / ISO/IEC 27001) is a framework for managing and improving an organization's information security, not a framework that systematizes the delivery and operation of IT services. The question asks for the framework that collects IT service management best practices, so ISMS, a security-management framework, is incorrect.
- エ
正解 ITIL (Information Technology Infrastructure Library) is a framework that systematically organizes good cases (best practices) for IT service management. It is widely used internationally as a guide for efficiently managing a whole set of activities such as planning, providing, operating, and improving services, from the viewpoint of increasing the satisfaction of service users (customers). It also serves as the basis for ISO/IEC 20000, the international standard for IT service management. Since this question asks for the framework of IT service management, ITIL in option エ is the correct answer.
ここがポイント
- ITIL = a framework that systematizes best practices for IT service management (the basis of ISO/IEC 20000).
- IEEE and IETF are standards organizations; distinguish them from a framework (ITIL), which plays a different role.
用語