問38
頻出度★★☆
オンラインモールを運営する IT サービス提供者が，ショップのオーナと SLA で合意する内容として，適切なものはどれか。
平成30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
This question's explanation and your answers so far.
解説
問 38
Incorrectア
Outsourcing the development of application-monitoring software and its delivery deadline are matters of internal procurement and development means on the service provider's side; they are not SLA content that stipulates the quality level of the service provided to the shop owner.
- イ
正解 An SLA (Service Level Agreement) is an agreement in which the service provider and the user (here, the online mall operator and the shop owner) stipulate, in measurable terms, the quality level of the service to be provided. Choice イ, carrying out planned shutdowns of the online service during holiday nights, is a concrete promise about the time slot of service stoppage, that is, an availability and maintenance condition, which is exactly the kind of service-level item that should be agreed in an SLA. Agreeing to consolidate planned shutdowns into time slots that have little impact on users is an operating condition acceptable to both parties, and is appropriate SLA content.
Incorrectウ
Announcing a new payment service to the mall's users is a business notification and marketing activity; it does not fall under the SLA agreement items in which service quality is promised between the service provider and the shop owner.
Incorrectエ
Improving the process through the PDCA cycle to shorten the failure recovery time is a continuous-improvement operational activity as SLM (Service Level Management); it is not the content of the quality level itself that is defined in the SLA agreement.
ここがポイント
- An SLA (Service Level Agreement) is an agreement in which the provider and the user stipulate, in measurable terms, the quality level of the service to be provided (availability, time slots for planned shutdowns, response time, etc.).
- Maintenance and availability operating conditions, such as carrying out planned shutdowns during holiday nights when the impact on users is small, are typical items agreed in an SLA.
用語