問41
頻出度★★☆
ITサービスマネジメントにおいて, サービス提供者がSLAの内容を合意する相手は誰か。
平成27年度 秋期 ITパスポート試験 問41
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 41
- ア
正解 An SLA (Service Level Agreement) is an agreement, documented in writing and exchanged between the provider of an IT service and the user of that service (the customer), that sets out the content, quality, and target levels of the service provided (such as the availability rate and response time). For the agreement to be formed, two parties are needed: “the side that provides the service” and “the side that receives the service”. The provider's counterpart is the person responsible for the organization that actually uses the IT service in its business operations (the customer's representative). Therefore, ア is correct.
Incorrectイ
The service desk is an internal organization on the service provider's side (a single point of contact) that receives inquiries and fault reports from users. It is not a party to the SLA but merely an internal function of the provider, so it is not the counterpart with whom the agreement is made.
Incorrectウ
The contractor to whom system development is outsourced is a supplier that the provider has commissioned to build the system; from the provider's viewpoint the relationship is one of procurement and outsourcing. An SLA is an agreement with the customer that receives the service, and development (the work of building) and operational service (the work of letting others use it) are separate things, so this contractor is not the counterpart of the agreement.
Incorrectエ
An SLA is an agreement exchanged individually with a specific customer. There is no relationship of concluding an agreement that individually promises quality levels with the anonymous users of a website published to the general unspecified public, so they are not the counterpart of the agreement.
ここがポイント
- An SLA (Service Level Agreement) is a document, agreed upon and put in writing between the provider of an IT service and the customer that uses the service, that sets out the quality and target levels of the service.
- The parties to the agreement are two: the provider and the customer. The service desk and the development contractor are the provider's internal function or outsourcing partner, not the counterpart of the SLA.
用語