問39
頻出度★★☆
部門A と部門B が利用している情報システムにおいて, サポート部門が, 利用者C から, ネットワーク上のプリンタからレポートが印刷できないという障害の通報を受けた。レポートの印刷の障害に関して SLA で次のように定めているとき, サポート部門の行動のうち, SLA を遵守しているものはどれか。 ・障害通報の受付後20分以内に, 各利用部門の管理者に障害発生を連絡する。 ・障害通報の受付後2時間以内に, 障害を解決して通報者及び各利用部門の管理者に障害復旧を連絡する。
平成30年度 春期 ITパスポート試験 問39
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This question's explanation and your answers so far.
解説
問 39
Incorrectア
The fault-occurrence notification is sent 30 minutes after receipt, exceeding the rule to notify the fault occurrence within 20 minutes. The recovery notification itself is at 30 minutes (within 2 hours), but the deadline for the occurrence notification is not met, so it does not comply.
Incorrectイ
The recipients of the fault-recovery notification are only the managers of Departments A and B, and the reporter (user C) is not notified. Since the rule requires the recovery to be notified to the reporter and the managers of each using department, a recipient is missing, so it does not comply.
Incorrectウ
The fault-occurrence notification to the manager of Department B is 30 minutes after receipt, exceeding the within-20-minutes rule (Department A at 10 minutes is fine, but B exceeds the deadline). Missing even one condition means it does not comply.
- エ
正解 The SLA defines two conditions: the fault-occurrence notification must be sent to the managers of each using department (A and B) within 20 minutes after receipt; and the fault-recovery notification must resolve the fault within 2 hours after receipt and be sent to the reporter (user C) and the managers of each using department (A and B). In choice エ, the fault occurrence is notified to the managers of Departments A and B 15 minutes after receipt, satisfying the within-20-minutes limit; after implementing countermeasures, the fault recovery is notified to user C and the managers of Departments A and B 1 hour after receipt, satisfying both the within-2-hours limit and the required recipients (the reporter plus both managers). It therefore fully complies with both conditions and is correct.
ここがポイント
- An SLA (service level agreement) is an agreement on the quality level of the service provided (here, the deadline and recipients of notifications); it is judged as complied with only when all of the defined conditions are satisfied.
- The key is to check each condition on both dimensions — the deadline (occurrence notification = within 20 minutes / recovery notification = within 2 hours) and the recipients (occurrence = both managers of A and B / recovery = reporter C plus both managers of A and B) — and to recognize that if even one is missing, it does not comply.
用語