IPA IP 2025 Question 36
A question IPA Japan published in 令和7年度 ITパスポート試験 公開問題 問36, translated into English. ITPEC is based on the same exams.
Which of the following is expressed as the percentage of the time during which the customer could actually use the IT service, out of the agreed service hours?
Explanation
Availability — the percentage of the agreed service hours during which the customer could actually use the IT service.
Availability is one of the main service levels agreed in an SLA. It is calculated as availability (%) = (agreed service hours − downtime) ÷ agreed service hours × 100.
For example, a service agreed for 200 hours a month that was down for 2 hours has an availability of 198 ÷ 200 = 99%. Downtime outside the agreed hours, such as planned maintenance at night, does not count against it.
Answer (a)
Why not others:
- •(b) Functionality — whether the software provides the functions that meet the stated and implied needs
- •(c) Efficiency — how much time and resources the system uses to deliver its performance, such as response time against CPU and memory
- •(d) Usability — how easily users can understand, learn and operate the system
Key rule: Availability = the time the service could actually be used ÷ the agreed service hours; the other quality characteristics describe what the system does and how well, not how long it was usable.
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.