ORIGINAL TEXTBOOK EXERCISES

Service Management · Exercises

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Volume 2 · Chapter 6 · Textbook Exercises · Q1

Original Volume 2 · Chapter 6 · Textbook Exercises, question 1. Accessible description follows. — Original textbook exercise · Select the image to enlarge

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An SLA (Service Level Agreement) is sometimes used in relation to operation of the in-house information systems. Which of the following is an appropriate description of SLA?

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Choose your answerAIt is a form of contract for new operation services with external vendors, and it protects a company’s secrets by incorporating provisions concerning leakage of confidential information in the agreement.BIt is a performance indicator of the information systems department from the standpoint of the management team, and it contains numerical values of goal achievement of the information systems department in the annual plan. For example, it includes the development budget, development productivity, number of issues.CIt is an agreement document that information systems staff members exchange with the company, and it sets forth a wage system, working hours, and steps to be taken in the event of an emergency, such as trouble, for information systems staff members who work in a complex working environment.DIt is an agreement document that is entered into between the user department and the information systems department, and it includes items, such as billing, inquiry reception hours, and recovery time in the event of a fault in the online system. It may also include penal provisions when the agreement is not fulfilled.

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Concept practice: Service level agreement

Source: FE Vol 2.pdf, PDF page 379, textbook p. 372 · Information-technology Promotion Agency, Japan · First Edition: April, 2015. ID: tb-v2-c6-q1. Publisher answer and commentary · private review.

Volume 2 · Chapter 6 · Textbook Exercises · Q1

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