問46
頻出度★★★
ITサービスマネジメントの管理プロセスに関する記述a～cと用語の適切な組合せはどれか。 a ITサービスの変更を実装するためのプロセス b インシデントの根本原因を突き止めて解決策を提供するためのプロセス c 組織が所有しているIT資産を把握するためのプロセス
令和6年度 ITパスポート試験 問46
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 46
Incorrectア
This option treats a as Configuration Management and c as Release and Deployment Management, which is wrong. Grasping assets (c) is Configuration Management, and implementing changes (a) is Release and Deployment Management; the assignments of a and c are swapped.
Incorrectイ
This option gives a = Configuration Management, b = Release and Deployment Management, c = Problem Management, getting all three assignments wrong. The correct mapping is a = Release and Deployment Management, b = Problem Management, c = Configuration Management.
Incorrectウ
Here c = Configuration Management is correct, but treating a as Problem Management and b as Release and Deployment Management is wrong. Description a, which implements changes, is Release and Deployment Management rather than Problem Management, and description b, which investigates the root cause, is Problem Management rather than Release and Deployment Management.
- エ
正解 This question asks you to match descriptions a-c to each IT service management process. Description a, a process for implementing changes to IT services, is Release and Deployment Management, which deploys and releases approved changes into the production environment. Description b, a process for identifying the root cause of an incident and providing a solution, is Problem Management, which investigates causes and applies permanent countermeasures to prevent recurrence. Description c, a process for grasping the IT assets owned by an organization, is Configuration Management, which identifies and records configuration items (CIs) to manage assets. Therefore a = Release and Deployment Management, b = Problem Management, c = Configuration Management, so combination エ is correct.
ここがポイント
- Distinguish the definitions of each process: Release and Deployment Management = deploy and release changes into the production environment; Problem Management = investigate the root cause of incidents and provide a permanent solution; Configuration Management = grasp and record IT assets (configuration items).
- Note that Problem Management is the process of identifying the root cause and preventing recurrence, and differs in purpose from Incident Management, which focuses on quickly restoring service to a working state on a temporary basis after an incident.
用語