IPA IP 2026 Question 53
A question IPA Japan published in 令和8年度 ITパスポート試験 公開問題 問53, translated into English. ITPEC is based on the same exams.
Which of the following performs activities such as planning of an SLA, negotiation of service content, drafting, agreement, introduction, and measurement?
Explanation
Service level management — the IT service management process that plans, negotiates, agrees and measures SLAs.
Service level management (SLM) runs the whole life of a service level agreement: it plans the SLA, negotiates the content of the service with the customer, drafts the agreement, gets it agreed, puts it into effect, and then measures the service levels actually achieved against the agreed targets, reporting on them and reviewing them to improve the service.
Answer (b)
Why not others:
- •(a) — outsourcing entrusts part of a company’s operations or system work to an outside company; the contract may include an SLA, but outsourcing is not the activity of managing it
- •(c) — the service level agreement is the document itself, the agreed content and levels of the service; it is what these activities produce, not what performs them
- •(d) — reengineering redesigns business processes from the ground up (BPR), or rebuilds existing software; it has nothing to do with SLAs
Key rule: The SLA is the agreement, a document; service level management is the process that creates it, monitors the service against it and reviews 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.