問44
頻出度★★★
IT サービスマネジメントにおけるインシデント管理の目的として, 適切なものはどれか。
令和4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
Analyzing the cause, resolving the root cause, and preventing recurrence is the purpose of problem management. Incident management prioritizes quick restoration and hands root-cause elimination over to problem management, so this choice is wrong.
Incorrectイ
Managing all changes to a service in a centralized manner to reduce the risks associated with changes is the purpose of change management, not incident management, so this choice is wrong.
Incorrectウ
Keeping information about the hardware and software that make up a service up-to-date and accurate is the purpose of configuration management, namely maintaining the CMDB, not incident management, so this choice is wrong.
- エ
正解 The purpose of incident management is to restore a service that has been interrupted or degraded by an incident, such as a failure, to its normal state as quickly as possible and to minimize the impact on the business, rather than first investigating the root cause. Choice エ describes this immediacy of restoration, which matches the very purpose of incident management, so it is correct.
ここがポイント
- The purpose of incident management is to restore an interrupted service as quickly as possible and minimize the impact on the business, not to eliminate the root cause.
- Distinguishing similar processes: resolving the root cause = problem management, centralized change management = change management, maintaining configuration information = configuration management.
用語