問44
頻出度★★★
IT サービスマネジメントにおいて, サービスデスクが受け付けた難度の高いインシデントを解決するために, サービスデスクの担当者が専門技術をもつ二次サポートに解決を委ねることはどれか。
令和3年度 ITパスポート試験 問44
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 44
Incorrectア
An FAQ is a compilation of frequently asked questions and their answers, information that lets users or agents solve problems by themselves by referring to past cases. It is not the act of handing over incident resolution between agents, so it is incorrect.
Incorrectイ
An SLA (Service Level Agreement) is a document that defines the target level of service quality agreed between the service provider and the user; it has nothing to do with handing work over to second-level support, so it is incorrect.
- ウ
正解 Escalation means handing over an incident that first-level support (the service desk) alone finds hard to resolve to second-level support (a higher-level responsible department) that has more specialized knowledge and authority. The action described in the question, where a service desk agent hands the resolution over to second-level support with specialized technical skills, is exactly this definition, so ウ is correct.
Incorrectエ
A workaround is a temporary measure that avoids or mitigates the impact of an incident for the time being without removing the root cause. It is not the act of switching agents and handing over the resolution, so it is incorrect.
ここがポイント
- Escalation = handing over an incident that first-level support cannot easily resolve to more specialized second-level support (a higher-level party).
- Distinguishing the terms used in service desk / incident management (FAQ, SLA, workaround, escalation).
用語