問31
頻出度★★★
サービスレベル管理において，サービス提供者と利用者の間で合意した応答時間について，図に示す工程で継続的に改善活動を行う。モニタリングで実施するものはどれか。 サービスレベルの合意 → モニタリング → レビュー → 改善 （「改善」から「モニタリング」へ戻るフィードバックの矢印あり）
平成26年度 秋期 ITパスポート試験 問31
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システム
This question's explanation and your answers so far.
解説
問 31
- ア
正解 Service Level Management (SLM) is the activity of continuously running the service level agreed in the SLA through the cycle of “agreement → monitoring → review → improvement.” Monitoring, the second step in the figure, is the step that continuously measures and records how the actual service performed against the agreed target values. In this question the agreed item is the response time, so what is carried out in monitoring is “Monitoring of the response time,” that is, measuring the actual response time and collecting the data. Therefore the correct answer is ア. The key point is that at the monitoring stage you do not yet judge whether the result is good or bad and do not take any countermeasures; you focus purely on gathering facts (actual measured results).
Incorrectイ
“Evaluation of the actual response time results” is the activity of judging whether the actual results collected during monitoring meet the agreed targets, and it is carried out in the third step of the figure, review. Measurement (monitoring) and evaluation (review) are distinguished as separate steps, so this is wrong as something performed in monitoring.
Incorrectウ
“Reduction of the response time” is the countermeasure itself: after the review reveals that a target was not met or that a problem exists, the cause is removed and the service is actually made better. This corresponds to the fourth step in the figure, improvement, and is not done in monitoring.
Incorrectエ
“Setting or changing the response time target” is the activity in which the service provider and the user fix the target values as an SLA, and it corresponds to the first step in the figure, the service level agreement. Even when the target is reviewed after one round of the improvement cycle, that is done by going back to the agreement step, so it is not part of monitoring.
ここがポイント
- Memorize the PDCA-like cycle of Service Level Management (SLM) — “agreement (setting the target) → monitoring (measuring the actual results) → review (evaluating the actual results) → improvement (implementing countermeasures)” — and match each step with what it does.
- Monitoring is the step that only measures; its role is clearly separated from evaluation (review), countermeasures (improvement), and target setting (agreement).
用語