서비스 수준 협약서(SLA)의 실행 단계별 성공요인

References

1. 남기찬, 이재남, 정보시스템 아웃소싱: 방법론과 사례, 도서출판 아진, 1999. 10
2. HawIdns S., Frequently Asked SLA Questions, Part 1, Gartner Group, 1996
3. Hayes, I., Metrics for IT Outsourcing Service Level Agreements, http://www.Clarity-consulting, com/metrics-article. htm, 2002
4. Hiles, A., The Complete Guide to IT Service Level Agreements; Aligning IT Services to Business Needs, The Rothstein Associates Inc., Connecticut, CT, 2002
5. ITIL, Service Delivery. The Stationery Office, London, 2001
6. LaBounty, C., Implementing Service Level Management, http://www.nextslm.org, 2004
7. LaBounty, C., Service Level Management Best Practices, http://www.nextslm.org, 2000
8. Maurer, W., Matlus R.,Frey N., A Guide to Successful SLA Development and Management, Gartner Group, 2000
9. Nunnally, J.C., Psychometric Theory, 2nd edition, New York : Mcgraw-Hill
10. Sturm, R., Morris, W., Jander, M., Found- ations of Service Level Management, SAMS, Indianapolis, IN. 2000