問42
頻出度★★★
サービスデスクに関する記述として, 最も適切なものはどれか。
令和8年度 ITパスポート試験 問42
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 42
Incorrectア
Acceptance testing is a development and testing process before the system goes into production, and receiving defect reports there is the role of test management or the development side. A service desk is a point of contact in the operational phase after the system is in operation, so the phase differs and this choice is wrong.
- イ
正解 A service desk is the single point of contact (SPOC) that, during the operational phase after a system has gone live in production, centrally receives users’ inquiries, requests, and fault reports. As the user’s first point of contact, it records and classifies cases and escalates them to the appropriate department. Choice イ, which describes it as a point of contact that receives inquiries from users during the phase after the system has gone into operation, best matches this role and is therefore correct.
Incorrectウ
Handling questions during the program development phase is work within the development process and is not within the service desk’s scope. A service desk handles user support after the system is in operation, so this choice is wrong.
Incorrectエ
Receiving users’ requirements during the requirements definition phase belongs to the upstream processes of system planning and development and is not the role of a service desk. It does not match the definition of a service desk as an operational point of contact after the system is in operation, so this choice is wrong.
ここがポイント
- A service desk is the single point of contact (SPOC: Single Point of Contact) that interacts with users during the operational phase after a system goes into operation; it centrally receives inquiries and fault reports and performs recording, classification, and escalation.
- The key to distinguishing the choices is which phase the point of contact serves. Requirements definition, development, and acceptance testing are processes before the system goes into operation, whereas a service desk targets the operational phase after the system is in operation.
用語