問33
頻出度★★☆
利用者がITサービスプロバイダと契約する際, 双方の間でサービスの品質と範囲を明文化する文書はどれか。
平成25年度 秋期 ITパスポート試験 問33
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 33
Incorrectア
A service catalog is a list that the provider presents to users showing the services it can offer. It carries each service's overview, conditions of use, pricing and so on, but it is ultimately a menu of offerings published by the provider side, not a document in which quality levels are settled individually with a particular user and agreed by both parties. It therefore fails the question's condition of being put in writing between the two parties.
Incorrectイ
Service document is merely a vague general expression referring to documents related to a service; it is not a term for any specific agreement document defined in IT service management. Against the question's restriction to a document that fixes quality and scope as an agreement between both parties, its content is unspecified, so it cannot be the answer.
- ウ
正解 The correct answer is ウ, the service level agreement (SLA). An SLA is a document in which the service user (the customer) and the IT service provider (the supplier) put in writing, as a mutual agreement, the scope of the service to be provided and the quality level to be achieved (the service level). Specifically, it sets out items such as the content of the target service; numerical targets for availability, response time and failure recovery time; the measurement methods and reporting frequency; and the actions taken when targets are missed (penalties such as fee reductions). Only the SLA satisfies all three conditions in the question — when a user enters into a contract with an IT service provider, between the two parties, and specifying the quality and scope of the service in writing — so ウ is correct. Note also that the management activity of operating an agreed SLA, measuring and reviewing the actual results, and continuously maintaining and improving them is called SLM (service level management), and the SLA is the foundational document for it.
Incorrectエ
Service level requirements (SLR) are the quality levels that the user side compiles as its demands for the service, and they are the input to the stage before an SLA is concluded. They are only one side's requirements (the user's) and are not yet a document agreed by both parties. The SLA is what results from negotiating and adjusting these requirements with the provider until agreement is reached, so SLR does not match the question's condition of a document put in writing between the two parties.
ここがポイント
- SLA (service level agreement) = a document in which the user and the provider agree, in numerical terms, on the scope of the service and its quality levels (availability, response time, recovery time, etc.). The management activity of operating, monitoring and improving the SLA is SLM (service level management).
- Telling the confusable neighboring terms apart: service catalog = a list of the services offered (presented by the provider); SLR (service level requirements) = the user side's demands, an input before the SLA is concluded; SLA = the document produced after both parties agree. The choice carrying the sense of agreement between both parties tends to be the answer.
用語