問37
頻出度★★★
IT サービスマネジメントに関して，次の記述中の a，b に入れる字句の適切な組合せはどれか。 [ a ] はサービス提供者と顧客との間で合意されたサービス品質に関する合意書である。[ a ] の遵守状況を確認し，IT サービスの品質を維持・改善させるための活動が [ b ] である。
令和7年度 ITパスポート試験 問37
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 37
Incorrectア
Both a and b are wrong. NDA (Non-Disclosure Agreement) in a is a contract promising not to leak confidential information, not an agreement on service quality. SCM (Supply Chain Management) in b is a management approach that optimizes logistics and inventory from procurement to sales; it is not a term for the activity of checking SLA compliance and maintaining or improving quality.
Incorrectイ
SLM (Service Level Management) in b is correct, but NDA (Non-Disclosure Agreement) in a is wrong. An NDA is a contract that stipulates keeping confidential information secret; it is a different concept from an SLA, which agrees on service quality, so it does not match the definition of blank a.
Incorrectウ
SLA (Service Level Agreement) in a is correct, but SCM (Supply Chain Management) in b is wrong. The activity of checking SLA compliance and maintaining and improving IT service quality is SLM, whereas SCM targets logistics and supply networks and is a different concept, so it does not fit blank b.
- エ
正解 The correct answer is “エ” (a: SLA / b: SLM). The phrase in blank a, “an agreement on service quality agreed between the service provider and the customer,” is exactly the definition of an SLA (Service Level Agreement) itself. An SLA is a document, agreed between provider and customer, that puts service quality targets such as availability and response time into writing. The phrase in blank b, “the activity to check compliance with a and to maintain and improve the quality of the IT service,” corresponds to SLM (Service Level Management). SLM is a management activity that continuously monitors and evaluates how well the target values set in the SLA are being met, running a PDCA cycle to maintain and improve service quality. Therefore the combination a: SLA / b: SLM is appropriate.
ここがポイント
- Grasp the correspondence: an SLA (Service Level Agreement) is an agreement that documents the service quality targets (availability, response time, etc.) between the service provider and the customer, while SLM (Service Level Management) is the management activity that monitors and evaluates how well that SLA is achieved and maintains and improves quality through a PDCA cycle.
- Distinguish the confusable abbreviations: NDA (Non-Disclosure Agreement) and SCM (Supply Chain Management) are unrelated to SLA / SLM in IT service management; do not confuse them.
用語