問49
頻出度★★★
ITサービスの利用者からの問合せに自動応答で対応するために,チャットボットを導入することにした。このようにチャットボットによる自動化が有効な管理プロセスとして,最も適切なものはどれか。
令和4年度 ITパスポート試験 問49
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 49
- ア
正解 Incident Management is a process whose purpose is to receive inquiries and fault reports from users and to restore the IT service to its normal state as quickly as possible, with the service desk serving as the first point of contact for users. Because there are many routine, frequently occurring inquiries such as password resets and how-to questions, having a chatbot respond automatically enables immediate handling without human intervention, giving the greatest automation benefit. Therefore the correct answer is ア.
Incorrectイ
Configuration Management is a process that accurately records and maintains configuration items (CIs) such as hardware and software along with their related information. Its management target is internal configuration information, not the task of automatically responding to user inquiries, so it does not fit the main purpose of chatbot automation.
Incorrectウ
Change Management is a process that evaluates, approves, and records changes to the IT service and carries them out while keeping risk under control. It centers on deciding whether a change is allowed and assessing its impact, and is not the task of providing automated responses to users.
Incorrectエ
Problem Management is a process that investigates and analyzes the root cause of incidents and takes measures to prevent recurrence. It requires specialized cause analysis and is not suited to routine automated responses to users, so it is inappropriate.
ここがポイント
- Incident Management is a process that receives user inquiries and fault reports through the service desk and restores the service quickly; it has many routine inquiries, so automated responses by a chatbot are highly effective.
- Grasp the distinction between the roles of each service management process (Incident Management = inquiries and recovery, Problem Management = root-cause analysis, Change Management = approval and implementation of changes, Configuration Management = recording and maintaining CIs).
用語