• Title, Summary, Keyword: Service Level Agreement

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SLA (Service Level Agreement) Metrics in IT Operation Outsourcing (정보체계 운영 아웃소싱에 있어서의 서비스 수준 측정 메트릭)

  • 김용수
    • Journal of the Korea Society of Computer and Information
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    • v.9 no.2
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    • pp.69-79
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    • 2004
  • For the successful IT operation outsourcing there need appropriate metrics on which both of the service clients and provider agree. The metrics are used to set up the service level objectives, which are manifested in the service level agreement with price. A study of metrics is necessary for the following reasons: First, most of the metrics used today were introduced in the early years of computers and are not satisfactory to both of the service providers and clients. Second, metrics represent the performance of system components but not end-user satisfaction. Third, because the service provider leads the outsourcing agreement, the objectives are specified more favorable to the provider. The objectives should be based on metrics that both sides fully understand and agree on.

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Automation of Service Level Agreement based on Active SLA (Active SLA 기반 서비스 수준 협약의 자동화)

  • Kim, Sang-Rak;Kang, Man-Mo;Bae, Jae-Hak
    • The Journal of the Institute of Internet, Broadcasting and Communication
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    • v.13 no.4
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    • pp.229-237
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    • 2013
  • As demand for IT services increase, which are based on SOA and cloud computing, service level agreements (SLAs) have received more attention in the parties concerned. An SLA is usually a paper contract written in natural language. SLA management tools which are commercially available, implement SLAs implicitly in the application with a procedural language. This makes automation of SLA management difficult. It is also laborious to maintain contract management systems because changes in a contract give rise to extensive modifications in the source code. We see the source of the trouble is the existence of documentary SLAs (paper contracts) and corresponding executable SLAs (contracts coded in the procedural language). In this paper, to resolve the current SLA management problems we propose an active SLM (Active Service Level Management) system, which is based on the active SLA (Active Service Level Agreement). In the proposed system, the separated management and processing of dual SLAs can be unified into a single process with the introduction of active SLAs (ASLAs).

The Effects of SLA on Service Quality Level and Service Productivity of Sub-contractor (서비스산업에서 아웃소싱 SLA계약이 서비스 수준과 서비스생산성에 미치는 영향 연구)

  • Lee, Kyung-Tae;Park, Sang-Bum
    • Journal of Distribution Science
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    • v.15 no.5
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    • pp.65-73
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    • 2017
  • Purpose - The Service Level Agreement which has been used in the IT information communication industry to maintain the level of service supplied by a vendor has been adopted in the service industry surrounding the airliners and airports. Considering that service quality is dependent on attitude of employees who are responsible to provide service, it is very important to understand what kinds of effects SLA(service level agreement) has on the attitude when SLA is applied to the service industry. SLA is an agreement between management authority and service providing contractor to make sure that certain level of service quality should be provided. For employees whose responsibilities are providing the service, SLA has both positive effects and negative effects. Negative side is that employees have to follow many irrigating complicated rules. On the other hand, the attribute of rules is that once one is become accustomed to them one may feel comfortable doing repeated same kinds of works, which is positive side for the workers. Research design, data, and methodology - We analyzed whether the SLA has moderating effects while service providers' job environment of outsourcing companies affects job satisfaction. Especially in the service industry, job satisfaction has great effects on productivity and efficiency. Results - The study results show the following. First, SLA has moderating effects while task performance environment affects treatment satisfaction. Second, SLA has moderating effects while task motivation environment affects treatment satisfaction. Third, SLA has moderating effects while physical work environment satisfaction affects treatment satisfaction. Fourth, on the other hand, the difficulties caused by SLA have moderating effects while the relationship among employees affects job dissatisfaction, which is negative side of SLA. From these results, we can tell that SLA has more positive moderating effects on treatment satisfaction on the whole. which results can be used to justify applying SLA to the service industry. Conclusions - In this study we analyzed the effects of SLA which have become more important in service industry nowadays on service providing employees. For managing side, the positive effects of SLA have to be emphasized while the negative effects should be avoided or minimized.

Service Level Agreement: Conceptual Model and Critical Success Factors (아웃소싱의 서비스 수준협약서에 관한 사례연구: 개념적 모형과 성공요인)

  • Kim, Seung-Yoon;Kim, Se-Han;Kim, Jin-Hwa;Nam, Ki-Chan
    • Asia pacific journal of information systems
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    • v.14 no.3
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    • pp.23-55
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    • 2004
  • Interests on Service Level Agreement(SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service recipient and a service provider, the agreement is treated with high confidentiality. This raised the problems to organizations which are considering the SLA but lack in the concrete guide line to internalize SLA management process. This study provides the process model of implementation for SLA by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the managerial contribution for implementing the SLA. To analyse the case samples, in-depth interview method was conducted for each sampled company. As a result, if SLA can be used as an immanence managerial tool and can be actively implemented, it will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

A Web Server Load Balancing Mechanism for Supporting Service Level Agreement (SLA를 지원하는 웹 서버 부하 분산 기법)

  • Go Hyeon-Joo;Park Kie-Jin;Park Mi-Sun
    • Journal of KIISE:Computer Systems and Theory
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    • v.33 no.8
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    • pp.505-513
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    • 2006
  • To satisfy SLA(Service Level Agreement) contract between a client and a service provider, the client requests are classified and processed by priorities. In providing differentiated service, a request from a client who has low priority can be dealt with less important. In this paper, we study static and dynamic partitioning mechanism of web servers and also admission control policy for multiclass request distribution. Through simulation experiments, we analyze web server throughput and response time considering SLA.

Study on design of computer maintenance & repair system using SLA technique (SLA 기법을 활용한 컴퓨터 유지보수 시스템 설계에 관한 연구)

  • 김성선;최용식;신승호
    • KSCI Review
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    • v.12 no.1
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    • pp.21-27
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    • 2004
  • In this study We designed development and operation of computer maintenance & repair system which is efficient and systematic on the disorder of PC in the places with many computers such as company, public organization. school, etc. We designed so as to clearly measure and manage the service level by using SLA(Service Level Agreement) technique which is being used actively in network maintenance & repair contract. And We designed system which can provide One Stop Service so that the whole process of service including service demand point, maintenance & repair activity, user's satisfaction.

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Study on design of computer maintenance & repair system using SLA technique (SLA 기법을 활용한 컴퓨터 유지보수 시스템 설계에 관한 연구)

  • 김성선;최용식;신승호
    • Journal of the Korea Society of Computer and Information
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    • v.9 no.2
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    • pp.63-68
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    • 2004
  • In this study We designed development and operation of computer maintenance & repair system which is efficient and systematic on the disorder of PC in the places with many computers such as company, public organization, school, etc. We designed so as to clearly measure and manage the service level by using SLA(Service Level Agreement) technique which is being used actively in network maintenance & repair contract And We designed system which can provide One Stop Service so that the whole process of service including service demand point, maintenance & repair activity, user's satisfaction.

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A Framework of Service Level Agreement for Activating Cloud Services (클라우드서비스 활성화를 위한 서비스수준협약(SLA) 프레임워크)

  • Seo, Kwang-Kyu
    • Journal of Convergence for Information Technology
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    • v.8 no.6
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    • pp.173-186
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    • 2018
  • While cloud services are expanding, many users are having difficulty in adopting cloud services. This is because there is no information as to which cloud services can be trusted by users. loud service level agreement (Cloud SLA) is an agreement between cloud service providers and cloud service consumers using qualitative and quantitative indicators including quality and performance, etc. of cloud services. In this study, we propose a framework for cloud SLA that can be applied to the domestic cloud industry to improve service levels for cloud service providers and to protect users and also derive the detailed components of cloud SLA applicable to the domestic cloud industry using the proposed framework. Through this result, it is expected that the government will utilize the policy to enhance the reliability between cloud service providers and users under "the Act on the Development of Cloud Computing and Protection of Users", and eventually to activate cloud services by improving the quality and performance level of domestic cloud services and building a user trust.

A Study on development of privacy indicators in the context of cloud service level agreement (클라우드 개인정보보호를 위한 SLA 지표 개발)

  • Kim, Jungduk;Park, Dae-Ha;Youm, Heung-Youl
    • Journal of Digital Convergence
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    • v.13 no.2
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    • pp.115-120
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    • 2015
  • As the cloud services, the underlying technology of the digital convergence environment, have been widely adopted in the business, personal information protection has been recognized as one of the major issues to resolve. When cloud services are used to process the personal information, the personal information protection law speculates the establishment of a contract or service level agreement(SLA). This research presents 7 privacy indicators and 13 metrics which can be included in cloud SLA, based on the analysis of related regulation and standards and the SMART(Specific, Measurable, Action-oriented, Relevant and Timely) model. The proposed indicators are examined using the Focus Group Interview method in terms of materiality and feasibility. The results show that all the proposed indicators are meaningful and useful.

A Study of QoS Mapping based on SLA in B3G Networks (B3G 네트워크에서 SLA 기반 QoS 매핑을 위한 연구)

  • Moon, Hyun-Joo;Lee, Jin-Kwan;Jung, Kyu-Chul;Lee, Jong-Chan;Park, Sang-Joon;Shin, Seong-Yoon
    • Journal of the Korea Society of Computer and Information
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    • v.16 no.3
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    • pp.157-165
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    • 2011
  • The QoS management is an agreement of service user and service provider in B3G networks, and service provider must support proper the network service to service users by the agreement facts. The service provider must provide the QoS method to maintain the agreed service, which manages the detail method of system level from policy level. By the agreement of service policy, the service provider can give the QoS to the service customer with the service agreement. Hence, in this paper we propose a QoS mapping method of heterogeneous networks to provide the customer service through the service agreement based on the SLA of B3G networks.