問38
頻出度★★☆
サービス提供者と顧客双方の観点から, 提供される IT サービスの品質の継続的な測定と改善に焦点を当てているベストプラクティスをまとめたものはどれか。
令和2年度 ITパスポート試験 問38
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 38
- ア
正解 Choice ア, ITIL, is a guide that systematically compiles successful cases (best practices) for the provision and operation of IT services. It takes the perspectives of both the service provider and the customer, and focuses on continuously measuring and improving the quality of the IT services provided (service management), which exactly matches the description in the question. Therefore the correct answer is ア.
Incorrectイ
The Common Frame (SLCP) is a framework used to align the parties to a transaction on their understanding of terminology and work content across the entire software lifecycle of planning, development, operation, and maintenance. Its purpose is to provide a common measure for software development transactions, and it does not deal with the continuous measurement and improvement of IT service quality.
Incorrectウ
The System Management Standards are guidelines issued by the Ministry of Economy, Trade and Industry to appropriately control and manage the planning, development, operation, and maintenance of information systems. They present the management items for an organization managing its information systems, and are not a collection of best practices for continuously improving IT service quality from the perspectives of both the service provider and the customer.
Incorrectエ
Internal control is a mechanism established and operated within an organization to ensure the effectiveness and efficiency of operations, the reliability of financial reporting, compliance with laws and regulations, and so on; it is part of corporate governance. It is not a collection of best practices for IT service management and differs from the intent of the question.
ここがポイント
- ITIL is a collection of best practices for IT service management, focusing on continuously measuring and improving service quality from the perspectives of both the provider and the customer.
- Common Frame = a common framework for software transactions; System Management Standards = guidelines for information system management; Internal control = a mechanism for business control. Remember them by distinguishing their different roles.
用語