This question's explanation and your answers so far.
ある組織では, IT資産を管理しているグループが, 共有ディスクの使用量を月次でチェックし, 容量が不足しそうなときは, 不要なファイルを消すよう呼び掛けたり, すぐに使わないファイルを別のメディアに退避したりして, 容量が不足することを回避する対応を行っている。共有ディスクの増設の対応は, 年単位で計画して実施している。ある日, 共有ディスクの使用量が上限に達し, 組織の業務に支障が出る事象が発生した。この事象への対応を, インシデント管理, 問題管理, サービスマネジメントシステムの改善に分けて考えるとき, サービスマネジメントシステムの改善として, 適切なものだけを全て挙げたものはどれか。 a 共有ディスクの使用量が大きいファイルを調べ, 当面の業務に使用しないものを一時的に別のストレージに移動する。 b 共有ディスクの使用量が上限に達した原因を特定し, 再発防止策を検討する。 c 共有ディスクの使用量をタイムリーに把握し, 容量不足の兆候を早期に検知できるようにする。 d すぐに共有ディスクの増設の手続を進める。
It lists a and d, but a is a recovery action that temporarily moves large files to other storage so that current operations can keep running, which falls under Incident Management. The expansion procedure in d is also an immediate corrective action, not improvement of the SMS. Only c qualifies as improvement of the mechanism, so this option is wrong.
It lists b and d, but b is an activity that identifies the cause of reaching the upper limit and considers measures to prevent recurrence, which falls under Problem Management. d is also not improvement of the mechanism. Improvement of the SMS is only c, so a combination including b or d is wrong.
正解 The response to this incident is considered in three categories: Incident Management (recovery actions that first remove the disruption to operations and restore the service), Problem Management (identifying the root cause that led the usage to reach its upper limit and preventing recurrence), and improvement of the Service Management System (SMS) (continual improvement that makes the management mechanism itself better). Improvement of the SMS does not mean directly handling individual incidents; rather, it refers to activities that review the operational mechanisms and processes to raise overall service quality. Choice c, “grasp the usage in a timely manner so that signs of capacity shortage can be detected early,” improves the current monitoring process of monthly checks itself and is an effort to proactively prevent the same kind of incident from happening next time, which is exactly improvement of the SMS. Only c qualifies as improvement of the SMS, so “ウ,” which lists only c, is correct.
It lists c and d. Although c does qualify as improvement of the SMS, d, “immediately proceed with the expansion procedure,” is an immediate corrective action to resolve the capacity shortage and does not improve the management mechanism itself. Because it includes the extra d, it violates the condition of listing all and only the appropriate actions, so it is wrong.