ITPEC IP April 2025 Question 62
Topic: Service Management
Which of the following is the appropriate combination of IT service management and the content of the SLA for a hosting service A through C below?
A:The time that a server is operationalB:The time taken until a specified member of staff is notified after it is detected that the amount of free space on a disk has reached a set thresholdC:The time taken until a specified member of staff is notified after an unauthorized access is detected
Explanation
A: availability, B: capacity, C: information security — each SLA item measures what one IT service management process is responsible for.
- •A — the time a server is operational is its uptime, the basic measure of service availability management, which keeps the service usable when agreed
- •B — warning staff when free disk space reaches a threshold is capacity management, which watches resource use so the service does not run out of disk, CPU or bandwidth
- •C — notifying staff after unauthorized access is detected is information security management, which protects the service's information against attacks
Answer (a)
Why not others:
- •(b) — swaps B and C: a disk-space threshold is a resource question, not a security incident, and unauthorized access has nothing to do with capacity
- •(c) — swaps A and B: running short of disk space is a capacity question, while the operating time of the server is the measure of availability
- •(d) — swaps A and C: unauthorized access is handled by information security management, and the operating time of the server belongs to availability
Key rule: Match an SLA item by the question it answers: is the service up (availability), are the resources enough (capacity), is it protected from attack (information security).
Service Management · AI-written, may contain errors
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