IT 성숙도 모델을 이용한 SLA 평가 지표 선정과 개선에 관한 연구

• 영문명: A Study on Selection and Improvement of SLA Evaluation Metrics Using IT Maturity Model
• 발행기관: 한국IT서비스학회
• 저자명: 류성열(Sung-Yul Rhew) 신성진(Sung-Jin Shin) 김유리(Yoo-Ri Kim)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제8권 제4호, 141~150쪽, 전체 10쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.12.30

영문 초록

There are no objective standards for selection and improvement of SLA evaluation metrics for IT service. In this study, we analyze the current IT maturity models for selection and improvement of the metrics and then we derive them according to the maturity levels and propose the redesigned maturity model. To verify whether the model is applicable, we execute a case study based on the D company. We apply the proposed evaluation metrics of the maturity models to the D company and evaluate the metrics. We select a proper level of the D company and an improvement line after measuring evaluation metrics in the maturity level 2. We propose improvement guidelines of evaluation metrics which score is less than the improvement line's and derive SLA evaluation metrics. By using the SLA evaluation metrics for a year, we prove that the way of selection and improvement is useful.

키워드

SLA Metrics Maturity Model IOMM