問39
頻出度★★☆
A社のIT部門では, ヘルプデスクの可用性の向上を図るために, 対応時間を24時間に拡大することを検討している。ヘルプデスク業務をA社から受託しているB社は, これを実現するためにチャットボットをB社が導入し, 活用することによって, 深夜時間帯は自動応答で対応する旨を提案したところ, A社は24時間対応が可能であるのでこれに合意した。合意に用いる文書として, 適切なものはどれか。
令和2年度 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
A BCP (Business Continuity Plan) is a plan for continuing core business operations and recovering them quickly even under unexpected events such as disasters or failures. It is not an agreement document in which a provider and a user set a service level, so it is inappropriate.
Incorrectイ
An NDA (Non-Disclosure Agreement) is a contract promising not to disclose confidential information learned during work to third parties. It is not an agreement document that defines a service level such as support hours, so it is inappropriate.
Incorrectウ
An RFP (Request For Proposal) is a procurement-stage document in which a client presents its requirements when soliciting proposals for a system or service from vendors. It is not a document for making an agreement, but one used at the stage of requesting selection and proposals, so it is inappropriate.
- エ
正解 An SLA (Service Level Agreement) is a document in which a service provider and a service user agree in writing on the content, quality, and target levels of the service to be provided. In this question, regarding the help desk operations provided by Company B, the parties agree with Company A on the service level of “extending the support hours to 24 hours, with late-night hours handled by a chatbot’s automated responses”. This is precisely an agreement about the level of the service provided, so the appropriate document to use is the SLA (エ).
ここがポイント
- An SLA is a document in which a service provider and user agree in writing on the content, quality, and target levels of the service provided.
- Distinguish their roles—BCP = Business Continuity Plan, NDA = Non-Disclosure Agreement, RFP = Request For Proposal—and grasp that only the SLA fits “an agreement on service level”.
用語