IPA IP 2023 Question 51

Topic: Service Management

A question IPA Japan published in 令和5年度 ITパスポート試験 公開問題 問51, translated into English. ITPEC is based on the same exams.

In IT service management, the contents of past incidents were compiled into a database as FAQ. Among the descriptions A through C concerning the items that can be expected to be improved by this, which of the following lists all and only the appropriate ones?

AInformation on the components related to IT services can be checked at any time when necessary.BThe work histories of candidate staff members can be checked, and an appropriate staffing plan can be drawn up.CThe first-time answer rate for inquiries from users increases.

Explanation

C only — a database of past incidents as FAQ lets the service desk answer more inquiries at the first contact.

  • •A Information on the components that make up IT services (servers, software, their versions and relations) is held as configuration items in the configuration management database (CMDB). Records of past incidents do not provide it.
  • •B Staff members' work histories for a staffing plan come from a personnel or skills database, not from incident records.
  • •C When a user reports a problem that occurred before, the service desk finds the cause and the workaround in the FAQ and answers at once, without escalating to second-line support. The first-time answer rate rises.

Answer (d)

Why not others:

  • •(a) and (c) — include A, which is the job of configuration management and its CMDB, not of an incident FAQ
  • •(b) — includes B, a human resources matter, and leaves out C, the improvement the FAQ actually brings

Key rule: Recording resolved incidents as known solutions or FAQ speeds up first-line answers at the service desk; configuration information belongs to configuration management.

Service Management · AI-written, may contain errors

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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.