問51
頻出度★★★
IT サービスマネジメントにおいて, 過去のインシデントの内容を FAQ としてデータベース化した。それによって改善が期待できる項目に関する記述 a～c のうち, 適切なものだけを全て挙げたものはどれか。 a ITサービスに関連する構成要素の情報を必要な場合にいつでも確認できる。 b 要員候補の業務経歴を確認し, 適切な要員配置計画を立案できる。 c 利用者からの問合せに対する一次回答率が高まる。
令和5年度 ITパスポート試験 問51
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 51
Incorrectア
It lists only “a”, but a — “information on the components related to the IT service can be checked at any time” — is an effect of configuration management handled by the configuration management database (CMDB), not an effect of turning past incidents into a FAQ. Since a is inappropriate, this option is wrong.
Incorrectイ
It lists “a” and “b”, but a is an effect of configuration management (CMDB) and is inappropriate, while b — “checking the work history of candidate staff and drawing up a staffing plan” — belongs to human-resource and staffing management and is unrelated to a FAQ. Neither is an effect of turning incidents into a FAQ, so this option is wrong.
Incorrectウ
In addition to the correct c, it also includes a, but a — checking component information — is an effect of configuration management (CMDB), not an improvement brought about by turning past incidents into a FAQ. Because it includes the extraneous a, this option is wrong.
- エ
正解 A FAQ is a compilation and accumulation of past incidents (inquiries and troubles from users) together with how they were handled. If service desk staff or users refer to it, they can answer common inquiries on the spot, so the proportion of cases resolved at the first response without escalation (handing the matter over to higher-level support) — that is, the first-response rate — increases. Therefore only c is an improvement that can be expected from turning incidents into a FAQ, and the correct answer is “エ”, which lists only “c”.
ここがポイント
- A FAQ (a collection of frequently asked questions) is a knowledge base that accumulates past incidents and inquiries together with their answers, and it helps raise the service desk's first-response rate and make inquiry handling more efficient.
- Checking component information belongs to configuration management (CMDB), and staffing belongs to human-resource management; do not confuse these with the effect of creating a FAQ.
用語