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A Study on the Audit Model of Outsourcing Operation based on Availability Metrics in perspective of Service Level Agreenment

서비스 수준협약 관점에서 가용성 지표 중심의 아웃소싱 운영감리 모델에 관한 연구

  • Kim, Dong-Soo (Graduate School of Information and Telecommunications, Konkuk University) ;
  • Kim, Hee-Wan (Division of Computer Engineering, Shamyook University)
  • 김동수 (건국대학교 정보통신대학원) ;
  • 김희완 (삼육대학교 컴퓨터학부)
  • Received : 2015.05.28
  • Accepted : 2015.07.20
  • Published : 2015.07.28

Abstract

In order to perform a successful outsourcing, we needs the SLA through improving the quality of IT services. In particular SLA metrics and evaluation criteria is an important factor as to substitute the IT viability of the company to promote IT Outsourcing. SLA metrics consist of technical, managerial, user perspective items, and has been managed to aim to provide reliable and continuous quality improvement of IT services. This study focuses on the HW availability metrics of SLA indicators of IT outsourcing. We propose the Infra availability criteria for the HW configuration level to meet the SLA contract and evaluation. We offer the Infra configuration standards of SLA contract, and propose criteria to determine the suitability of the target levels in IT operations audit environment. The proposed model was verified the necessity and effectiveness of the Infra configuration standards and operation audit check items through the surveys of experts and users.

Keywords

Service Level Agreement;Availability;Outsourcing;Infra Configuration;Operation Audit Model

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