問44
頻出度★★☆
A社のIT部門では, ヘルプデスクのサービス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社に導入して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。この合意に用いる文書として, 最も適切なものはどれか。
令和5年度 ITパスポート試験 問44
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 44
Incorrectア
BCP (Business Continuity Plan) is a plan for keeping critical operations running and recovering them quickly even when an emergency such as a disaster or a failure occurs. It is not a document for agreeing on a service level, so it is not used for the agreement in this question.
Incorrectイ
NDA (Non-Disclosure Agreement) is a document in which a party promises not to disclose to third parties the confidential information learned through the work. It defines how information is handled, not a document for agreeing on a service level such as response hours.
- ウ
正解 Choice “ウ”, SLA (Service Level Agreement), is a document in which the service provider and the user put in writing and agree on “the content and level of the service to be provided.” In this question, Company B (the provider) presented a service level of “handling late-night hours with a chatbot’s automated responses, thereby making 24-hour support possible,” and Company A (the user) agreed to it. This is exactly an agreement about a service level related to availability — namely the response hours (24 hours) — so an SLA is the most appropriate document to use for the agreement.
Incorrectエ
SLM (Service Level Management) refers to the “management activity (process)” of continuously monitoring, evaluating, and improving whether the level agreed in the SLA is being met; it is not the “document” itself used for the agreement. The document for the agreement is the SLA.
ここがポイント
- An SLA is an agreement document in which the service provider and the user define the content and level of the service to be provided (availability, response hours, etc.).
- An SLA is the “agreement document,” while SLM is the “management process” that monitors and improves how well that SLA is met; the key point is not to confuse the two.
用語