問36
頻出度★★☆
サービスの提供者と利用者間で結ばれた, サービス内容に関する合意書はどれか。
平成29年度 秋期 ITパスポート試験 問36
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 36
Incorrectア
SCM (Supply Chain Management) is a management approach that integrally manages the entire supply chain from raw material procurement through production, logistics, and sales; it is not an agreement document about the content of a service.
- イ
正解 Choice イ, SLA (Service Level Agreement), is an “agreement” in which the service provider and the user document the content and quality levels of the service to be provided (such as availability rate and response time) as numerical targets, which exactly matches the description in the question.
Incorrectウ
SLM (Service Level Management) is a “management activity (process)” of continuously monitoring, evaluating, and reviewing in order to maintain and improve the service levels defined in the SLA; it is not the agreement document (the “document” itself).
Incorrectエ
SFA (Sales Force Automation) is a mechanism that uses IT to support and automate sales-activity information; it has nothing to do with an agreement about the content of a service.
ここがポイント
- SLA = an agreement (contract) concluded between the service provider and the user that defines service quality levels numerically.
- Distinguish SLA (the agreement document) from SLM (the management activity that maintains and improves it).
用語