IPA IP 2022 Question 49
A question IPA Japan published in 令和4年度 ITパスポート試験 公開問題 問49, translated into English. ITPEC is based on the same exams.
Same question on ITPEC: Apr 2026 Q59 +1 more
In order to automatically respond to queries from users of an IT service, it was decided to install a chatbot. Which of the following is the most appropriate management process where such automation by a chatbot is effective?
Explanation
Incident management — the process that takes users' calls and queries and restores normal service quickly, which is exactly the repetitive front-line work a chatbot can automate.
Incident management, run through the service desk, records each contact, classifies it, answers it from known solutions and FAQs (resetting a password, explaining how to use a function), and escalates to a person only what it cannot resolve. Most of these contacts follow standard patterns, so a chatbot can answer them at any hour, cut waiting time and free the staff for the harder cases.
Answer (a)
Why not others:
- •(b) Configuration management — keeps the records of configuration items and their relationships (the CMDB); it does not converse with users
- •(c) Change management — assesses, approves and schedules changes to services, decisions that need judgement and authority, not automated replies
- •(d) Problem management — investigates the root cause of recurring incidents and plans permanent fixes, an analysis task behind the scenes rather than user contact
Key rule: Incident management restores service fast and faces the user; problem management removes the underlying cause and works out of the user's sight.
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.