問44
頻出度★★☆
提供しているITシステムが事業のニーズを満たせるように，人材，プロセス，情報技術を適切に組み合わせ，継続的に改善して管理する活動として，最も適切なものはどれか。
令和6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
This question's explanation and your answers so far.
解説
問 44
- ア
正解 The correct answer is ア “IT service management.” The question asks for “an activity that appropriately combines people, processes, and information technology so that the provided IT system can meet business needs, and manages it with continuous improvement,” which is exactly the definition of IT service management itself. IT service management treats IT as a service and refers to a series of activities that continuously improve, operate, and manage services through the PDCA cycle while maintaining the quality required to meet the needs of users (the business). Its collection of best practices is “ITIL,” and the way it manages people, processes, and technology in an integrated manner matches the question statement perfectly.
Incorrectイ
A system audit is an activity in which an auditor, from an independent standpoint, inspects and evaluates the reliability, safety, and efficiency of an information system, points out problems, and advises on improvements. Its purpose is evaluation and assurance by a third party; it is not an activity that combines people, processes, and technology to continuously operate and improve a service.
Incorrectウ
Human resource management is a management activity concerning an organization’s people, such as recruitment, development, placement, and evaluation. Unlike the question, it is not a concept that refers to the whole activity of managing an IT system by combining people, processes, and information technology; its scope is limited to people.
Incorrectエ
Facility management is an activity that maintains, operates, and manages facilities such as buildings, equipment, and land as management resources in an optimal state. It differs in both its target and its purpose from the activity of continuously improving and managing an IT system as a service.
ここがポイント
- IT service management = an activity that treats IT as a service, combines people, processes, and information technology, maintains quality so as to meet business needs, and continuously improves, operates, and manages it through PDCA. Its collection of best practices is ITIL.
- Distinguish the different targets of easily confused management terms: system audit (independent evaluation and assurance), human resource management (people), and facility management (facilities and equipment).
用語