問48
頻出度★★☆
SLA には, サービス提供者とサービス利用者との間で合意されたサービス内容などの取決めを記載する。SLA を取り交わすことによって得られるサービス提供者とサービス利用者双方の利点として, 適切なものはどれか。
平成26年度 春期 ITパスポート試験 問48
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 48
Incorrectア
The statement that they can justify the validity of the charged fees based on the services actually performed is a benefit weighted toward the service provider, the side that bills for the service, so it does not count as a benefit for both sides as the question requires. Moreover, the original purpose of an SLA is to agree in advance on the scope of the service to be provided and the levels to be achieved, not to serve as evidence for proving after the fact that a billed amount was justified.
- イ
正解 The correct answer is イ: They can share a common understanding regarding the content, scope of provision, and required levels of the service. An SLA (Service Level Agreement) is a document in which the service provider and the service user agree in advance on the content of the service to be provided, its scope of provision, and the service levels to be achieved (availability, failure recovery time, response time, and so on). Because this agreement exists, the provider gets a clear boundary of responsibility regarding which range of service must be delivered and up to which level, while the user gets a clear expectation of what kind of service can be received and at which level. In other words, both sides come to share the same yardstick, which prevents trouble caused by gaps in understanding, such as arguments over who said what or an assumption that the provider would go that far. What matters here is that the question asks for a benefit for both the provider and the user; forming a common understanding is exactly the benefit that both sides gain equally, so イ is correct. Note that the set of management activities that continuously measures, evaluates, and improves the levels agreed in the SLA is called SLM (Service Level Management).
Incorrectウ
The statement that when the service content is insufficient they can request a review of the fees is a benefit gained only by the service user, the side that pays, so again it is not a benefit for both sides. An SLA may indeed define penalties (such as a fee reduction) for falling below the agreed level, but that is a remedy for the user and cannot be called a benefit shared by both the provider and the user.
Incorrectエ
The statement that they can carry out the work without receiving excessive requests regarding the service content describes only the provider's own convenience, so it does not count as a benefit for both sides as the question requires. An SLA is a document in which the levels required by the user are agreed upon in an explicit form and the provider commits to meeting them; being able to decline requests that exceed the agreed levels more easily is merely a matter on the provider's side. For the user it is not a benefit.
ここがポイント
- An SLA (Service Level Agreement) is an agreement between a service provider and a service user that documents in advance the content of the service, its scope of provision, the service levels to be achieved (availability, failure recovery time, response time, and so on), and how they are measured. The management activity that continuously measures, evaluates, and improves the agreed levels is SLM (Service Level Management), which is run as a PDCA cycle.
- The greatest benefit of concluding an SLA is that the provider and the user share a common understanding of how much service is delivered and at what level, which prevents trouble caused by gaps in understanding. When a question restricts the answer to a benefit for both sides, you can simply eliminate the options that favor only the provider or only the user.
用語