令和2年度 ITパスポート試験問47

This question's explanation and your answers so far.

問47

頻出度★★★

システム障害が発生した際, インシデント管理を担当するサービスデスクの役割として, 適切なものはどれか。

出典　令和2年度 ITパスポート試験問47

解説

問 47

ア
正解 The purpose of incident management is to restore a service interrupted by a failure to its normal state as quickly as possible. As the single point of contact (SPOC), the service desk promptly informs users of already-identified failures (known errors) and their temporary workarounds, helping them to keep their work going. This is the central role of the service desk in incident management, so option ア is appropriate.
Incorrectイ
Educating users is a useful activity, but it is carried out after the failure has been handled; it is not the role of incident management or the service desk, which is responsible for early recovery when a failure occurs.
Incorrectウ
Performing the affected business operations on behalf of users is a task for the business department, not the incident management role handled by the service desk. The service desk is the point of contact that provides recovery support and coordinates communication.
Incorrectエ
Investigating the root cause of a failure and preventing recurrence is the role of problem management. Since incident management prioritizes recovery over root-cause analysis, this is not a direct role of the service desk.

ここがポイント

The goal of incident management is early recovery of the service, and it is distinguished from problem management, which is responsible for identifying root causes and preventing recurrence.
As the single point of contact (SPOC) for users, the service desk informs them of known errors and workarounds and supports the continuity of their work.

用語

解答問47ア