問53
頻出度★★★
SLA の計画立案, サービス内容の交渉, 草案作成, 合意, 導入, 測定などの活動を行うものはどれか。
令和8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
Outsourcing means entrusting business operations or system operation to an external specialist vendor. It is a separate concept from the activity of planning, negotiating, and measuring an SLA, and is not a term that refers to the whole set of activities in the question.
- イ
正解 The correct answer is “イ Service Level Management (SLM).” Service Level Management refers to the activity (process) of organizing an SLA (an agreement on service quality) through a cycle of “planning → negotiating service content → drafting → reaching agreement → introduction → measurement,” thereby maintaining and improving the quality of the provided service. The activities listed in the question are exactly this series of management activities around the SLA, so the one that “carries them out” is Service Level Management.
Incorrectウ
A Service Level Agreement (SLA) is itself the “agreement or document” that defines the quality level of the provided service in figures and the like; it is not the entity that performs the activities. The question asks about the “management activity” that plans and measures that SLA, so the SLA, which is the object, does not fit.
Incorrectエ
Reengineering (BPR) is a management approach that fundamentally rethinks and redesigns business processes to achieve drastic improvement. It is unrelated to planning, negotiating, and measuring an SLA, and is not a term that refers to the activities in the question.
ここがポイント
- Service Level Management (SLM) is the process of continuously cycling through planning, negotiating, agreeing, introducing, measuring, and reviewing an SLA to maintain and improve service quality.
- Distinguish subject from object: an SLA is “the agreed-upon agreement (document) of quality levels,” while SLM is “the activity that operates and manages that SLA.”
用語