問53
頻出度★★★
IT サービスにおける SLM に関する説明のうち, 適切なものはどれか。
令和3年度 ITパスポート試験 問53
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 53
Incorrectア
Through the PDCA cycle, SLM treats not only maintaining the agreed levels but also the continuous improvement of service quality itself as an important goal. Positioning quality improvement as a “supplementary activity” is the error.
- イ
正解 SLM (Service Level Management) is a management activity that continuously grasps whether the service levels (quantitative targets) agreed with the customer in the SLA are actually being achieved, and maintains and improves them. To do so, it “monitors” the service delivery status and periodically “reviews” it to check the gap against the targets. Choice イ correctly describes this core activity of SLM, namely performing monitoring and reviews to check the achievement status of the agreed quantitative targets, and is therefore appropriate.
Incorrectウ
Creating the SLA is merely the starting point (a means) of SLM. The purpose of SLM is to keep maintaining and improving the agreed service levels, so treating “creating the SLA as the ultimate goal of the activity” is incorrect.
Incorrectエ
The service levels agreed in the SLA should be an appropriate level based on the balance between customer requirements and cost. Simply lowering them to a “level that is easy to achieve” does not lead to customer satisfaction and cannot be called effective SLM, so it is incorrect.
ここがポイント
- SLM (Service Level Management) = an activity that continuously monitors and reviews the achievement status of the targets agreed in the SLA, and maintains and improves quality through PDCA.
- Creating the SLA is a means, not the ultimate goal. It is important to set the agreed levels at an appropriate standard matching customer requirements, and not to neglect continuous improvement.
用語