IPA IP 2025 Question 37
A question IPA Japan published in 令和7年度 ITパスポート試験 公開問題 問37, translated into English. ITPEC is based on the same exams.
Concerning IT service management, which of the following is the appropriate combination of terms to be inserted into blanks A and B in the description below?
A is a written agreement concerning service quality that is agreed upon between a service provider and a customer. The activity for checking the status of compliance with A and maintaining and improving the quality of IT services is B.
Explanation
A: SLA, B: SLM — the service level agreement is the agreed document, and service level management is the activity that keeps it.
- •SLA (Service Level Agreement): the agreement between the service provider and the customer on the service and its quality, for example availability and response times, with how they are measured
- •SLM (Service Level Management): the activity of monitoring and reporting whether the SLA targets are met, reviewing the results with the customer and improving the service, so that the quality of IT services is maintained and improved
Answer (d)
Why not others:
- •(a) — wrong on both blanks: an NDA is not an agreement on service quality, and SCM is not the activity that keeps one
- •(b) — an NDA (Non-Disclosure Agreement) is a confidentiality agreement not to disclose information received, not an agreement on service quality
- •(c) — SCM (Supply Chain Management) optimizes the flow of goods from procurement to sales across companies; it is not an IT service management activity
Key rule: The SLA is the agreement on service levels; SLM is the PDCA cycle that monitors, reviews and improves the service against it.
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.