IPA IP 2020 Question 38
A question IPA Japan published in 令和2年度 10月 ITパスポート試験 公開問題 問38, translated into English. ITPEC is based on the same exams.
Which of the following is a compilation of best practices that focuses on the continual measurement and improvement of the quality of the IT services provided, from the perspectives of both the service provider and the customer?
Explanation
ITIL — the collection of best practices for IT service management, aimed at continually measuring and improving the quality of IT services from both the provider's and the customer's point of view.
ITIL (Information Technology Infrastructure Library) was first published by the UK government. It covers processes such as incident, problem, change and release management, service level management with SLAs agreed with the customer, and continual service improvement, which measures service quality and improves it cycle after cycle.
Answer (a)
Why not others:
- •(b) Common Frame — IPA's framework (SLCP-JCF) that defines common terms and work items for the software life cycle processes, so that orderer and vendor understand each other; it is about development, not the quality of running services
- •(c) System Management Standards — Japan's Ministry of Economy, Trade and Industry's criteria for managing information systems, used mainly as a yardstick in system audits
- •(d) Internal control — the process within a company that gives reasonable assurance of effective operations, reliable financial reporting, compliance with laws and safeguarding of assets
Key rule: ITIL = best practices for running and improving IT services; Common Frame standardises development processes; System Management Standards serve audits; internal control covers the whole business.
Service Management · AI-written, may contain errors
This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.