This question's explanation and your answers so far.
経理部では新たな財務会計パッケージを使用することになり, このパッケージを搭載した新サーバがベンダから納品された。サーバの運用管理は情報システム部が行うことになった。利用者部門である経理部と, 運用部門である情報システム部の間で, サービスレベルの観点で合意すべき事項に関する記述 a～d のうち, 適切なものだけをすべて挙げたものはどれか。 a 財務会計パッケージを利用可能な時間帯 b 新サーバ購入費用の情報システム部との負担割合 c 新サーバをベンダから受け入れる際のテスト項目 d データのバックアップの取得範囲と頻度
Item a alone is not enough. Item a (the usable time periods) is indeed a service level agreement item, but item d (the scope and frequency of backups) is also an important agreement item that defines the quality level of the operational service, and this option leaves it out. The question asks for the option that lists all and only the appropriate items, so an option with something missing is incorrect.
Item b is inappropriate. The cost-sharing ratio with the information systems department for the new server purchase cost is an arrangement about how costs and budgets are divided between departments, not about the quality level of the service provided. What an SLA agrees on is the content and level of the service (operating hours, response performance, recovery targets, and so on); which department's budget bears the purchase cost is settled separately as an accounting and procurement matter. In addition, this option also leaves out item d.
正解 The correct answer is “ウ (a, d)”. An SLA (Service Level Agreement) is an agreement between the operations department that provides the service (the information systems department) and the user department that uses it (the accounting department), setting out the quality level of the service provided in terms of figures or conditions. Item a, the time periods during which the financial accounting package can be used, is the service availability window (service hours) and is the most basic item in an SLA. Item d, the scope and frequency of data backups, also directly determines service quality — how much can be restored, and up to what point in time, when a failure occurs — and is precisely the level of the operational service that the operations department provides. Therefore, the two items the two departments should agree on from a service level perspective are a and d, and “ウ”, which lists all of them, is appropriate.
Item c is inappropriate, and item a is also missing. The test items for accepting the new server from the vendor concern acceptance testing (acceptance inspection), which checks whether the delivered product meets the specifications, and belong to the procurement contract between the information systems department and the vendor. They are not SLA agreement items that define the level of service provided to the user department after operation starts. Item d is correct, but because this option excludes a and includes c, it fails the condition of listing all and only the appropriate items.