F 社の経理部では，IT サービスを行っている G 社の会計システム（以下，新システムという）の導入を進めている。経理部では，新システムの稼働後は，G 社へ新システムの保守と運用を委託する予定にしており，新システムが引き渡された後のサポート内容について，G 社と詳細を詰めることにした。 保守，運用に関する G 社の基本サービスは，次のとおりである。 〔保守，運用に関する G 社の基本サービス〕 (a) 新システムについての問合せ対応は平日だけで，電子メールで受け付け，電子メールで回答を行う。 (b) 新システムで発生した障害の切分けと，発見されたバグの修正対応を行う。 (c) 新システム運用のサービス提供時間は，平日9:00～19:00とする。 (d) 新システムで障害が発生した場合は，発生時から9時間以内に復旧を行う。データのバックアップを日次で行い，1か月分のデータの保管を行う。ディスク障害が発生した場合は，前日までのデータの復旧を保障する。 一方，経理部は，新システムの利用及びサポートについて，G 社に対して次の要望をもっている。 〔新システムの利用及びサポートに関する要望〕 (1) 新システムの使用方法の問合せを平日9:00～18:00の間，電話と電子メールで対応してほしい。 (2) 新システムで障害が発生した場合に対応してほしい。 (3) 新システム稼働後も利便性向上のための新システムの修正を行ってほしい。 (4) 新システムの通常の利用は，平日の9:00～18:00としたい。 (5) 決算などの繁忙期は，夜間，休日なども新システムを利用できるようにして，問合せにも対応してほしい。 G社の基本サービスに従った場合，新システム稼働後に，F社の経理部として満たされる要望事項はどれか。
平成25年度 春期 ITパスポート試験 問90
This question's explanation and your answers so far.
問 90
※ Our check while writing this explanation could not fully confirm the published answer; scoring follows IPA's official key.
Incorrectア
(2) is satisfied, but (1) is not, so this is wrong. Requirement (1) asks for inquiries to be handled by both “telephone and e-mail”, whereas basic service (a) is to “accept inquiries by e-mail and answer by e-mail”, so there is no telephone contact point. When a requirement is a combination of several conditions, it cannot be called satisfied if even one part is missing.
- イ
正解 Compare G Company's [basic services] (a)-(d) with the accounting department's [requirements] (1)-(5) one item at a time, and judge whether each requirement stays within the scope of the basic services. Requirement (2), “we want support when a failure occurs in the new system”, is covered by basic service (b), “isolate failures and fix the bugs that are found”, and by (d), “restore service within 9 hours from the occurrence of a failure”, so it is satisfied. For requirement (4), “we want normal use to be on weekdays from 9:00 to 18:00”, basic service (c), “service hours are weekdays 9:00-19:00”, fully covers both the days (weekdays) and the time range (the end time is one hour longer than requested), so it is satisfied. Therefore the requirements satisfied after the new system goes into operation are the pair (2) and (4), and the correct answer is イ.
Incorrectウ
(4) is satisfied, but (3) is not, so this is wrong. Requirement (3) asks for “modification of the new system to improve convenience even after it goes into operation”, that is, maintenance for functional improvement. What basic service (b) provides, however, is only to “fix the bugs that are found”, that is, correcting defects only. Bug fixing and modification for better convenience have different maintenance purposes, and the latter is outside the scope of the basic services.
Incorrectエ
(4) is satisfied, but (5) is not, so this is wrong. Requirement (5) asks for use of the new system and inquiry support “at night and on holidays” during busy periods, but the service hours of basic service (c) are limited to weekdays 9:00-19:00, and the inquiry handling in (a) is also “on weekdays only”. Holidays are not service days at all, and night hours (after 19:00) are outside the service hours, so this requirement is not satisfied.
- To judge whether a service level fits, match the user side's requirements against the provider side's service contents one to one, and decide by whether the provider's side covers the user's side in terms of service days, time ranges, contact methods, and scope. Weekdays 9:00-19:00 includes weekdays 9:00-18:00, so it passes; weekdays only does not include holidays, so it fails — this is the way to look at it.
- Pay attention to wording that limits the scope of a service. “Bug fixing” is maintenance that corrects defects and does not include modification aimed at better convenience (functional improvement); “accepting inquiries by e-mail” does not include a telephone contact point; and “weekdays” does not include nights or holidays. When a requirement is an AND combination of several conditions, judge it as unsatisfied if even one of them is not met.