ITPEC IP April 2019 Question 60
Concerning an information system that is used by the department A and department B, the support department received information from user C that a report was not able to be printed from a printer on the network. When a failure of printing reports is defined in the SLA as below, which of the following is an action that complies with the SLA to be taken by the support department?
- •A failure shall be notified to the administrator of each user department within 20 minutes after the receipt of the failure information.
- •The failure shall be resolved and the recovery from the failure shall be notified to the person who sent the information as well as the administrator of each user department within two (2) hours after the receipt of the failure information.
Explanation
Failure notified to both administrators in 15 minutes, recovery to user C and both administrators in 1 hour — only (d) meets every deadline and every recipient the SLA names.
Check each option against the two clauses:
Answer (d)
Why not others:
- •(a) — fixing the failure at once does not excuse the notice: the administrators first hear of the failure after 30 minutes, past the 20-minute limit
- •(b) — the recovery is reported only to the administrators; user C, who sent the information, is never told
- •(c) — the administrator of department B is notified after 30 minutes, past the 20-minute limit
Key rule: SLA compliance is checked clause by clause, every deadline and every recipient; a quick fix does not make up for a missed clause.
Service Management · AI-written, may contain errors
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