English
Menu

IT Service Management and Systems Audit

Which of the following is the most appropriate service level item to agree on with users in the SLA for a company's internal expense reimbursement system?

  1. AThe monthly availability during service hours, 9:00 to 18:00 on weekdays, is at least 99.5%, and the results are reported every month
  2. BWhen a failure occurs, staff make every effort to recover as quickly as possible and report the outcome to users
  3. COperations staff constantly keep learning about the latest technology trends and attend an external training course once a year
Show answer and explanation

Answer: A. The monthly availability during service hours, 9:00 to 18:00 on weekdays, is at least 99.5%, and the results are reported every month

Service level items in an SLA are set so that they are meaningful to users and their results can be measured to judge whether they were achieved. Service hours, availability, the time from receiving a failure report to recovery, the time to answer inquiries and so on are defined with figures and measurement methods, and the results are reported regularly. An expression such as "as quickly as possible" does not allow anyone to judge whether it was met. Staff learning is important, but it is not an item of service quality agreed with users.

  • A. Correct. The period covered, the numerical target of 99.5% and the reporting method are fixed, so achievement can be measured.
  • B. There is no numerical target, so it is impossible to judge whether it was met.
  • C. This is an internal effort of the provider, not an item of service quality agreed with users.
Practice this topic Back to topic

Books on IT Service Management and Systems Audit Ad

As an Amazon Associate I earn from qualifying purchases.

More IT Service Management and Systems Audit questions

  1. Which of the following is an appropriate activity of service level management?
  2. The SLA for an internal system sets the service hours as 9:00 to 21:00 on weekdays (12 hours a day) and requires availability during service hours (the fraction of service hours during which the system was in operation) of at least 99.5%. Take a month as having 20 weekdays, and do not count outages outside service hours. Which of the following is the upper limit on the total outage time allowed within service hours in a month?
  3. The SLA for a cloud service defines monthly availability = (scheduled service time − outage time due to failures) ÷ scheduled service time, where the scheduled service time is the total time in the month minus the time of planned maintenance announced in advance. If the monthly availability is at least 99.9%, there is no refund; if it is at least 99.0% but below 99.9%, 10% of the monthly fee is refunded; and if it is below 99.0%, 30% is refunded. Take a month as 30 days. In one month there were 120 minutes of planned maintenance and a total of 40 minutes of outages due to failures. Which of the following is the refund rate for this month?
  4. Which of the following is an appropriate way to decide the priority for handling incidents?
  5. The service desk received a call from a user saying, "In the expense reimbursement system, the submit button does not respond when I attach an image of a receipt." The same symptom is registered as a known error, with the recorded workaround "the image can be submitted if it is first registered from a separate registration screen." Which of the following is the most appropriate action in incident management?