問47
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SLAの説明として, 適切なものはどれか。
平成23年度 特別試験 ITパスポート試験 問47
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This question's explanation and your answers so far.
解説
問 47
Incorrectア
This describes a “service desk (help desk)”. A service desk is an organization or department that acts as the single point of contact (SPOC) for receiving inquiries and failure reports from users of IT services; it is not the agreement itself concluded between a provider and a customer. An SLA is a document that sets out things such as the response time of that contact point — it is not a word for the organization that serves as the contact point, and this is how the two are distinguished.
Incorrectイ
This describes “ITIL (Information Technology Infrastructure Library)”. ITIL is a set of guidelines that systematically documents successful cases (best practices) of IT service management, and it is a general body of knowledge referred to across the whole industry. It differs from an SLA — an agreement concluded individually between one specific provider and one specific customer — in both its nature and its scope of application.
- ウ
正解 The correct answer is “ウ”. An SLA (Service Level Agreement) is a document in which the service provider and the customer agree in advance on the content and scope of the service to be provided and on its quality level. As a rule, the agreed quality level is expressed with quantitative indicators (service level items) that both sides can measure and evaluate objectively, such as “service availability of 99.5% or higher”, “recovery within 4 hours when a failure occurs”, or “a first response to an inquiry within 30 minutes”. The agreement may also cover what is to be done when a target is not met (for example, a reduction in fees). Therefore “ウ”, which states “the items agreed upon between the service provider and the customer regarding the content of the service”, is the appropriate description of an SLA.
Incorrectエ
This describes a “CMDB (configuration management database)”. A CMDB is a database that records in one place the configuration items (CIs) such as hardware, software, and documents, together with their attributes and mutual relationships, and it is used in the configuration management process. It is a mechanism for storing information about managed assets, not an agreement on quality made with a customer.
ここがポイント
- An SLA (Service Level Agreement) is an agreement document in which the service provider and the customer set out the content of the service and its quality level (availability, response time, recovery time, and so on) using measurable indicators. The activity of monitoring, maintaining, and improving service levels against that SLA through the PDCA cycle is SLM (service level management).
- Distinguish the confusing terms in the IT service management field by what kind of thing each word refers to: SLA = an agreement document made with a customer, ITIL = a collection of best practices, service desk = the organization that serves as the contact point for inquiries, CMDB = a database that manages configuration items.
用語