ITPEC IP April 2020 Question 60
When service desk, reliability, and data management are among the items of an SLA of an application hosting and operation service, which of the following is the appropriate combination of the specific indexes A through C of the service level, and the items of the SLA?
Explanation
A: reliability, B: service desk, C: data management — each index measures what one SLA item is responsible for.
- •A — the average time from a failure until recovery is complete (MTTR) measures how dependably the service is restored, an index of reliability
- •B — the hours during which queries are received are the service desk's opening hours, the users' single point of contact
- •C — how long backup media are kept is a rule for holding and protecting the customer's data, an index of data management
Answer (c)
Why not others:
- •(a) — puts recovery time under the service desk and reception hours under reliability; the desk takes queries, it does not measure how fast failures are fixed
- •(b) — also gives recovery time to the service desk, and puts backup retention under reliability and reception hours under data management
- •(d) — rotates all three: recovery time is not data management, reception hours are not reliability, and backup retention is not a service desk matter
Key rule: Match an SLA index by the question it answers: how fast is a failure fixed (reliability), when can users get help (service desk), how is the data kept safe (data management).
Service Management · AI-written, may contain errors
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