問38
頻出度★★★
システムの利用者からの問合せを電話で受け付けるサービスデスクのサービスレベルを評価するための項目の例として, 適切なものはどれか。
平成28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
The “Cost of the service” is an indicator from the perspective of cost and budget management; it is not an item that evaluates the service desk's response quality itself (its service level).
Incorrectイ
The “Number of system failures” is an indicator that measures the reliability of the system itself or incident management; it is not an item that evaluates the response of a service desk, which is the inquiry contact point.
Incorrectウ
The “Availability of the system” represents the proportion of time the system is running normally; it is an indicator on the infrastructure / system operations side, and its evaluation target differs from the response service level of a service desk.
- エ
正解 A service desk is the single point of contact (SPOC) that handles inquiries from system users, and its service level is appropriately evaluated by the speed and quality with which it handles those inquiries. The “Response wait time for inquiries” represents the time a user waits from placing a call until a response is given, and it is an indicator that directly measures the promptness of the response — the inherent quality of a service desk. In an SLA and service level management (SLM) as well, response time, response rate, and first-call resolution rate are used as typical service desk evaluation items. Therefore, エ is appropriate.
ここがポイント
- In service level management (SLM) and SLAs, choose indicators that match the nature of the target service. For evaluating a service desk, which is an inquiry contact point, indicators that measure the speed and quality of responses — such as response wait time, response rate, and first-call resolution rate — are appropriate.
- Availability and the number of failures are system / infrastructure indicators, and cost is a matter of expense; none of them corresponds to evaluating the quality of the inquiry response itself.
用語