問48
頻出度★★★
サービスレベル管理の PDCA サイクルのうち, C (Check) で実施する内容はどれか。
令和元年度 秋期 ITパスポート試験 問48
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 48
Incorrectア
Provide services based on the SLA is the D (Do) activity of actually operating and delivering the service according to the plan (SLA). It is not inspection or evaluation, so it is not Check.
Incorrectイ
Create an improvement plan based on the report and review is the A (Act) activity that takes the results of Check and leads to correction and improvement. It is not the evaluation itself but the improvement action after evaluation, so it is not Check.
Incorrectウ
Agree on the target quality based on the service requirements and the improvement plan and create the SLA is the P (Plan) activity of setting targets and drawing up a plan. It is the starting point of the cycle and is a different phase from Check, which inspects the actual performance.
- エ
正解 Choice エ is correct. In the PDCA of Service Level Management (SLM), C (Check) is the phase of inspecting and evaluating the results of what was carried out; the activity of monitoring and measuring the services provided and compiling those results into a service report belongs to this phase. The very act of objectively grasping in numbers how the actual performance compared with the target values set in the SLA and reporting it is Check itself, which matches the description in choice エ.
ここがポイント
- The role of each PDCA phase: P = Plan (create the SLA), D = Do (provide the service), C = Check (monitor/measure and report), A = Act (correction and improvement plan).
- In service level management, the task of monitoring and measuring the actual performance against the SLA target values and compiling it into a service report is what corresponds to C (Check).
用語