問35
頻出度★★☆
SLAに含めることが適切な項目はどれか。
平成21年度 秋期 ITパスポート試験 問35
マネジメント系サービスマネジメント › サービスマネジメント
This question's explanation and your answers so far.
解説
問 35
Incorrectア
Server performance is only an internal implementation choice made by the provider in order to deliver the service. What the user asks for is the resulting service level, such as response time or availability rate; which server is used is left to the provider's discretion. Writing hardware specifications into an SLA would take away the provider's freedom to improve the configuration, so it is not an appropriate SLA item.
- イ
正解 イ is correct. An SLA is a document in which the service provider and the user agree, in numbers and conditions, on what level of service will be provided. Service availability hours (for example, weekdays 8:00-20:00) define the range in which the user can actually receive the service and can be judged objectively as met or not met, so they are a typical item that belongs in an SLA. Availability rate, target time to recover from failures, and response time are other items of the same nature.
Incorrectウ
System operation cost is the provider's internal cost, not a service level promised to the user. What relates to money in the agreement with the user is the usage fee, and that is handled in the contract or the price list. Cost itself is not an item to be written in an SLA.
Incorrectエ
The procedure for adding a new service is a work procedure used when changing the content of the service, and it is handled by SLM (service level management) or by change management operating manuals. An SLA is a document that defines the agreed service level, not individual work procedures, so this is not appropriate.
ここがポイント
- An SLA (service level agreement) is a document that defines the service level agreed between the provider and the user. It lists items that the user can measure and evaluate, such as service availability hours, availability rate, target recovery time after a failure, and response time.
- The provider's internal matters (hardware performance specifications, operation cost) and work procedures are outside the scope of an SLA. The activity of operating an SLA and continuously improving it is SLM (service level management).
用語