IPA IP 2022 Question 44
A question IPA Japan published in 令和4年度 ITパスポート試験 公開問題 問44, translated into English. ITPEC is based on the same exams.
Which of the following is an appropriate purpose of incident management in IT service management?
Explanation
Restoring an interrupted service as quickly as possible — this is the purpose of incident management.
An incident is an unplanned interruption of an IT service or a drop in its quality. Incident management records and classifies it and gets normal service back as fast as it can, using a workaround if needed, so that the users' business suffers as little as possible. Why the incident happened is not its concern: finding and removing the root cause is left to problem management.
Answer (d)
Why not others:
- •(a) — analysing causes and resolving the root cause to prevent recurrence is problem management
- •(b) — controlling every change to the service centrally to reduce the risk of change-related failures is change management
- •(c) — keeping accurate, current information on the devices and software that make up the service is configuration management
Key rule: Incident management restores service fast, problem management removes causes, change management controls changes, and configuration management records the items that make up the service.
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.