Sung Jin Shin , Sung Yul Rhew , Yoo Ri Kim

The KIPS Transactions:PartD, Vol. 16, No. 4, pp. 541-548, Aug. 2009
10.3745/KIPSTD.2009.16.4.541,   PDF Download:

Abstract

Many companies have recently apply SLA and execute IT service by using SLA. However, there are no objective standards for selection and improvement of SLA evaluation metrics. We derive and present measurement attributes that are criteria for selection and improvement of SLA evaluation metrics as measurement metrics. We execute a case study based on D company in order to verify whether the measurement metrics are applicable. We apply and evaluate the measurement metrics that are applicable to D company, and then we designate an improvement line. We propose improvement guidelines of the measurement metrics which score is less than the improvement line's and derive SLA evaluation metrics. We prove that the way of selection and improvement is useful by applying SLA evaluation metrics to D company.

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