IPA IP 2022 Question 39
A question IPA Japan published in 令和4年度 ITパスポート試験 公開問題 問39, translated into English. ITPEC is based on the same exams.
Same question on ITPEC: Apr 2024 Q62
In order to improve the value of an IT service to be provided, it is necessary to consider the balance of three (3) items, namely the offer price of the service, the functions of the service, that is, what the service can offer, and a guarantee of the service with maintained availability. Which of the following is a description that corresponds to guarantee of the service of an instant messenger?
Explanation
The service is usable 24 hours a day, 365 days a year — the guarantee is the promise that the service stays available, as distinct from what it does and what it costs.
The question splits the value of an IT service into three parts: the offer price, the functions (what the service does for the user, called utility in ITIL) and the guarantee (called warranty: the assurance that the service can be used as promised, covering availability, capacity, continuity and security). For an instant messenger, being usable at any hour on every day of the year is a statement about availability, so it is the guarantee.
Answer (a)
Why not others:
- •(b) — linking with games and other software is something the service can do, so it is a function
- •(c) — being usable for free is the offer price
- •(d) — using self-made icons instead of the stock characters is a feature of the service, so it is a function
Key rule: A function says what the service does; the guarantee says how dependably it does it (availability, capacity, continuity, security), and is usually written into an SLA as a target.
Service Management · AI-written, may contain errors
This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.