問52
頻出度★★☆
ホスティングによるアプリケーション運用サービスの SLA の項目に，サービスデスク，信頼性，データ管理があるとき，サービスレベルの具体的な指標 a～c と SLA の項目の適切な組合せはどれか。 a 障害発生から修理完了までの平均時間 b 問合せ受付業務の時間帯 c バックアップ媒体の保管期間
平成31年度 春期 ITパスポート試験 問52
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This question's explanation and your answers so far.
解説
問 52
Incorrectア
a = service desk and b = reliability are wrong. Indicator a, ‘the average time until repair is completed,’ is a reliability indicator showing how easily the system recovers, not the service desk; and b, ‘the time period for accepting inquiries,’ is an indicator of the inquiry window, i.e., the service desk, not reliability. a and b are swapped.
Incorrectイ
a = service desk, b = data management, and c = reliability are all wrong. Correctly, a is reliability, b is the service desk, and c is data management, so all three assignments are misaligned.
- ウ
正解 In an SLA, the quality of the service provided is agreed as the ‘service level’ using specific indicators. We map the three indicators to the SLA items. Indicator a, ‘the average time from the occurrence of a failure to the completion of repair,’ corresponds to Mean Time To Repair (MTTR); it measures how easily the system recovers from failures, that is, the system’s ‘reliability.’ Indicator b, ‘the time period for accepting inquiries,’ is the operating time of the window that receives inquiries from users, so it is a ‘service desk’ indicator. Indicator c, ‘the retention period of backup media,’ shows how long data is stored and managed, so it is a ‘data management’ indicator. Therefore a = reliability, b = service desk, c = data management, and this combination is choice ウ.
Incorrectエ
a = data management and c = service desk are wrong. Indicator a, the average repair time, is a reliability indicator, not data management; and c, ‘the retention period of backup media,’ is a data-management indicator dealing with data storage, not the service desk. a and c are interchanged (b’s reliability is also wrong; it should be the service desk).
ここがポイント
- In an SLA (Service Level Agreement), specific indicators (service levels) for measuring service quality are agreed for each item. This question asks you to match each indicator to the SLA item it belongs to.
- Interpreting the indicators: ‘the average time from failure occurrence to repair completion’ = Mean Time To Repair (MTTR) belongs to reliability; ‘the time period for accepting inquiries’ is the service desk’s operating hours; and ‘the retention period of backup media’ belongs to data management.
用語