Chapter 6 Service management
Q6-1.
b
Answer
Explanation
The service level refers to the scope of the quality of IT services that are provided. The quality and scope of the provided IT services is stipulated in the SLA (Service Level Agreement),
which is established between the provider of the IT services and the user for operations management based on the agreement. The contents of the SLA includes the scope of system services, pricing, support hours, and recovery time if there is a system failure.
Q6-2.
d
Answer
Explanation
A help desk, also called a service desk, is a window for responding to inquiries from users. In
general, it receives various inquiries concerning the method for using products and services,
troubleshooting methods, requests for repairs of failures, and response to claims and complaints.
Q6-3.
c
Answer
Explanation
A service desk is a window for inquiries. If there are multiple windows for inquiries, it is
bothersome for users to find the right window. Therefore, it is better to consolidate service
desks into a single window.
a): Similar inquiries and user information can be ascertained through central management of
inquiry records.
b): The role of the service desk is to give out information by publishing frequent inquiries and
maintenance information.
)
d : The role of the service desk is to receive a wide range of inquiries that concern information systems such as computer failures and claims.
Q6-4.
b
Answer
Explanation
A UPS (Uninterruptible Power Supply) provides backup power to prevent interruptions in the
supply of power during a power failure or power flicker. If there is a power failure, the UPS
supplies power from the battery. However, the length of time it can continuously supply power is typically around 10 to 15 minutes. Therefore, it is necessary to act quickly to save working data and shut down systems.
Q6-5.
a
Answer
Explanation
A system audit is performed by a system auditor as an independent third party. It involves
comprehensive verification and evaluation of systems, in order to advise about recommendations to the persons concerned. A system audit is implemented in the following order: planning, investigation, and report.
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