問39
頻出度★★☆
SLA とSLM に関する説明のうち, 適切なものはどれか。
平成24年度 秋期 ITパスポート試験 問39
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This question's explanation and your answers so far.
解説
問 39
Incorrectア
It is wrong to describe an SLA as “a service improvement proposal submitted by the service provider.” An SLA is not a proposal presented unilaterally by the provider; it is an agreement that the provider and the user decide on together. SLM is also not an activity that “provides technical means”; it is a management activity that measures and evaluates the degree of achievement against the SLA and connects this to improvement.
- イ
正解 The correct answer is イ. An SLA (Service Level Agreement) is an “agreement document” in which the service provider and the service user decide in advance on the content of the service to be provided and its quality targets (availability rate, response time, recovery time after a failure, and so on), how those targets are measured, and what is done when they are not met. SLM (Service Level Management), on the other hand, refers to the “activity” of continuously running the PDCA cycle — Plan, Do (operation), Check (measuring and evaluating the degree of achievement), and Act (improvement) — using that SLA as the standard, so as to maintain and improve the quality of the IT service. イ correctly states this division of roles, namely that an SLA is the agreed document and SLM is the activity that maintains and improves quality, so it is appropriate.
Incorrectウ
The contents specified by an SLA and by SLM are mixed up. Measuring the degree of achievement of service levels and detecting problems is what SLM does (the Check part of PDCA), not the SLA. What an SLA specifies is the service content, quality target values, measurement methods, scope of responsibility, and so on; nor does SLM specify “technical means for solving problems.”
Incorrectエ
The aims of SLA and SLM are swapped. Reaching a common understanding between the provider and the user about the service content and the required levels is precisely the aim of an SLA, while seeking further improvement of service levels is the aim of SLM. The explanation is reversed, so it is not appropriate.
ここがポイント
- An SLA (Service Level Agreement) is a “document / agreement” decided in advance by the service provider and the user. It puts in writing quality target values such as availability rate, response time, and recovery time after a failure, together with how they are measured and how shortfalls are handled; its aim is to build a common understanding between the two sides.
- SLM (Service Level Management) is a “continuous activity” that runs the PDCA cycle against the SLA as its standard in order to maintain and improve service quality. A good way to remember the pair is: the SLA is the yardstick (the agreement), and SLM is the operational management that uses it.
用語