IPA IP 2024 Question 44
A question IPA Japan published in 令和6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 the most appropriate activity that appropriately combines people, processes, and information technology, and manages them while continuously improving them, so that the IT systems being provided can meet the needs of the business?
Explanation
IT service management — combining people, processes and information technology, and improving them continually, so that the IT services provided meet the business’s needs.
IT service management (ITIL, ISO/IEC 20000) treats IT as a service delivered to the business. It sets up the people (roles, skills), the processes (service level, incident, problem, change, release, configuration management and so on) and the technology (tools, infrastructure), and runs a PDCA cycle of continual improvement so that the service keeps meeting the agreed needs.
Answer (a)
Why not others:
- •(b) — a system audit is an independent evaluation of whether IT risks are controlled; it reports and recommends but does not manage the service
- •(c) — human resource management deals with staff (hiring, training, evaluation): only the people side
- •(d) — facility management looks after buildings, equipment and the environment: only the physical side
Key rule: People, processes and technology, continually improved to meet business needs, is the definition of IT service management; the other three each cover one part or check it from outside.
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.