問51
頻出度★★☆
ITサービスマネジメントにおける SLA に関する次の記述において, a, b に当てはまる語句の組合せとして, 適切なものはどれか。 SLA は, a と b との間で交わされる合意文書である。a が期待するサービスの目標値を定量化して合意した上で SLA に明記し, b はこれを測定・評価した上でサービスの品質を改善していく。
令和4年度 ITパスポート試験 問51
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
This question's explanation and your answers so far.
解説
問 51
Incorrectア
“Management” and a “systems auditor” are not the parties that conclude an SLA. A systems auditor is an independent third party that inspects and evaluates the system; it is not the provider that measures and improves service quality. This pair does not fit the two SLA parties (the customer and the service provider), so it is wrong.
- イ
正解 An SLA (Service Level Agreement) is an agreement document that defines the service level quantitatively between two parties, the user side and the provider side of an IT service. In the stem, a is the party that quantifies and agrees on the target values of the expected service, that is, the customer who receives the service; b is the party that measures and evaluates them and improves the service quality, that is, the service provider. Therefore the combination a: Customer, b: Service provider is correct, and イ is the right answer.
Incorrectウ
The “client who orders the system development” and the “contractor” form a contractual relationship in the development (construction) phase, which is a matter of a contract for work or an outsourcing contract. What an SLA covers is an agreement on the quality level during the ongoing provision of the service after it goes into operation, which is different from the ordering-and-contracting relationship of development, so it is wrong.
Incorrectエ
A “data analyst” and a “data provider” are roles related to the exchange of data; they are not the parties of an SLA that defines the level of an IT service. They do not match the context of agreeing on service target values, measuring them, and improving quality, so it is wrong.
ここがポイント
- An SLA (Service Level Agreement) is an agreement document in which the target values of the service level are defined quantitatively between the service user (customer) and the provider (service provider).
- The customer agrees on the expected service target values, and the provider measures and evaluates them and continuously improves the quality (this is the idea of SLM = service level management).
用語