問38
頻出度★★★
新たなシステムの運用に当たって, サービスレベル管理を導入した。サービスレベル管理の目的に関する記述のうち, 適切なものはどれか。
平成27年度 春期 ITパスポート試験 問38
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 38
Incorrectア
SLM is ultimately an activity in which the parties involved — the user and the provider of the service — reach an agreement, and the provider takes the lead in managing it. Monitoring by an independent third party is the idea behind external auditing or systems auditing, and it is not the purpose of SLM. Third-party involvement is not a mandatory requirement of SLM.
- イ
正解 The correct answer is イ. Service level management (SLM: Service Level Management) is a series of management activities in which the service provider and the user agree in writing, in an SLA (Service Level Agreement), on “what level of service will be provided,” continuously measure and report indicators such as the availability rate, response time, and failure recovery time, and, through reviews, maintain the service level and improve it as necessary. There are three key points: (1) agreement between the parties involved, (2) measurement and reporting, and (3) maintenance and improvement through the PDCA cycle. Choice イ, “It is intended for the user and the provider to agree on the service level, and to maintain and improve it,” states exactly this purpose.
Incorrectウ
Service level and cost are in a trade-off relationship, and SLM does not aim to “raise quality without any additional cost.” Rather, the role of SLM is to agree on an appropriate service level that matches the necessary cost, and to adjust it so as to avoid both excessive quality and insufficient quality.
Incorrectエ
Evaluating how much a service contributes to business management belongs to the field of IT investment evaluation or IT governance. What SLM deals with is whether the agreed service levels (availability rate, response time, and so on) are being met; it is not a mechanism for the user to judge the degree of contribution to business management.
ここがポイント
- The purpose of service level management (SLM) is to measure, report on, and review the service levels agreed in the SLA, and to maintain and improve them through the PDCA cycle.
- An SLA is an agreement document between the service provider and the user; distinguish it from third-party auditing (external auditing) and evaluation of contribution to business management (IT investment evaluation), which have different purposes.
用語