問46
頻出度★★★
IT サービスマネジメントのプロセスである問題管理の説明として, 適切なものはどれか。
令和8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
Maintaining and managing configuration information such as hardware, software, and documents is the description of “configuration management,” not problem management.
Incorrectイ
Quickly restoring service in response to an unplanned service interruption is the description of “incident management.” It differs from problem management in that its aim is first to return the service to normal operation rather than to pursue the root cause.
- ウ
正解 Problem management is the process of investigating and identifying the root cause behind an incident (failure) and presenting a permanent solution to prevent recurrence. Choice ウ, “It investigates the root cause of failures and presents solutions to the problems,” is exactly this definition, so the correct answer is ウ.
Incorrectエ
Drawing up a plan for carrying out program modifications and managing it to ensure they are reliably made is the description of “change management,” not problem management.
ここがポイント
- Problem management = the process of investigating the root cause of incidents and presenting a permanent solution (recurrence prevention).
- The key point is to distinguish its role from incident management (rapid recovery), configuration management (maintaining configuration information), and change management (planning and reliably executing changes).
用語