問46
頻出度★★☆
IT サービスの提供者と顧客の間でサービスレベルに関して取り交わす SLA の目的はどれか。
平成21年度 春期 ITパスポート試験 問46
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 46
- ア
正解 Choice ア is correct. An SLA (Service Level Agreement) is a document that an IT service provider and a customer agree on in advance regarding the service to be provided. Its purpose is for both sides to define clearly and share, using numbers and other measurable terms, the scope of what will be delivered as a service and the quality level at which it will be delivered. Specifically, it states in quantitative terms such things as the range of business operations and systems covered, the service hours, the system availability rate, the online response time, the target recovery time when a failure occurs, and the response time for inquiries. This lets the customer know in advance what service level to expect and gives the provider clear targets to meet, so it prevents gaps in understanding such as “the level is not what I assumed” and disputes later on.
Incorrectイ
Clarifying the procedure for periodically checking service management is not the role of the SLA itself; it is the role of SLM (Service Level Management), the activity carried out to maintain and improve the SLA. The SLA is the document that agrees on what is provided and at what level, while measuring, reporting and reviewing how well those levels are achieved and running the PDCA cycle is the operational activity called SLM. This choice tries to make you confuse the agreed content (SLA) with the mechanism that keeps it running (SLM).
Incorrectウ
Clarifying the goals of systemization is the purpose of the systemization concept and the systemization plan, which are produced in the planning process that comes before system development. An SLA covers the level of service provided in the operation stage, after development has finished and the system is in production, so it differs from setting development goals for what is going to be built, both in stage and in subject.
Incorrectエ
Clarifying the education that personnel need is the purpose of a human resource development plan or a training plan, and it belongs to personnel management inside the organization. An SLA is an agreement on service levels made between two parties, the provider and the customer, and how the provider develops its own staff is not part of what that agreement covers.
ここがポイント
- SLA (Service Level Agreement): a document in which an IT service provider and a customer agree in advance, in quantitative terms, on the scope of the service provided and its quality levels (availability rate, response time, target recovery time, service hours, and so on). Its purpose is to prevent gaps in understanding and disputes.
- Telling SLA and SLM apart: the SLA is the agreed document (the target values), while SLM (Service Level Management) is the activity of periodically measuring, reporting and reviewing how far those targets are met and of maintaining and improving them through the PDCA cycle. Read carefully whether the question asks about the purpose of the document or about the operational activity.
用語