IPA IP 2026 Question 44
A question IPA Japan published in 令和8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.
A service desk handles inquiries by e-mail, and a receptionist checked the content of each e-mail and assigned a person in charge of answering. Recently, an automatic assignment tool was introduced for the purpose of improving the efficiency of the assignment work. The automatic assignment tool assigns a person in charge of answering automatically on the basis of the content of the e-mail, but there are cases where it cannot make an assignment or makes an incorrect assignment, and these are handled manually. When the situations before the introduction and half a year after the introduction are as follows, by what percentage could the time for assignment be reduced for the service desk as a whole? Here, the reduction rate (%) of the time for assignment is rounded off to the nearest whole number.
Before introduction
Half a year after introduction
Explanation
81% — add up the assignment time per day before and after the tool, counting the incorrect assignments as a share of the automatically assigned inquiries.
Before: 1,000 × 2 = 2,000 minutes a day.
Half a year after:
After: 180 + 200 = 380 minutes a day.
Reduction: (2,000 − 380) ÷ 2,000 = 0.81, so 81%.
Answer (b)
Why not others:
- •(a) 80 — takes the 5% of all 1,000 inquiries (50) instead of the 900 the tool assigned: 50 × 4 + 200 = 400 minutes
- •(c) 85 and (d) 86 — count only 2 extra minutes for an incorrect assignment, as if its 4 minutes included the original 2: 50 or 45 at 2 minutes plus 200 gives 300 (85%) or 290 (85.5%, rounded to 86)
Key rule: “Of which” takes a percentage of the line above it, not of the total, and a per-item time in the table is the whole time for that item.
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.