問41
頻出度★★★
SLAの合意内容を達成するために, サービス状況のモニタリングやレビューなどを通じてサービスレベルの維持や向上を図る活動を何というか。
平成28年度 春期 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システム
This question's explanation and your answers so far.
解説
問 41
Incorrectア
CSR (Corporate Social Responsibility) refers to a company's social responsibility — the ethical responsibility a company should fulfill, such as environmental protection, legal compliance, and social contribution. It has nothing to do with maintaining or improving service levels, so it is wrong.
Incorrectイ
ERP (Enterprise Resource Planning) refers to a method that integrally manages management resources such as people, goods, money, and information to make business operations more efficient, as well as the integrated system that realizes it. It is not a management activity for achieving an SLA, so it is wrong.
- ウ
正解 The correct answer is ウ, SLM. SLM (Service Level Management) refers to a set of management activities that continuously monitor the service operating status, response time, and so on, review them periodically, and make improvements as needed, in order to achieve and maintain the service quality agreed in the SLA (Service Level Agreement). The statement in the question — an activity that maintains and improves service levels through monitoring and reviewing in order to achieve the content agreed in the SLA — is exactly the definition of SLM itself, so ウ is correct.
Incorrectエ
SWOT is a business-strategy analysis method that analyzes a company's internal and external environment from four perspectives: Strengths, Weaknesses, Opportunities, and Threats. Its purpose differs from an activity that maintains service levels, so it is wrong.
ここがポイント
- SLM (Service Level Management) is a continuous management activity that maintains and improves the service levels agreed in the SLA through monitoring and review (PDCA).
- Distinguish confusing business-related acronyms: CSR = social responsibility, ERP = integrated management of management resources, SWOT = environment analysis method — note that each has a different meaning.
用語