A Study on Deducing Quality Improvement Candidate Factors of IT Service Management System Based on SLA

SLA기반 IT서비스관리시스템의 품질개선 후보요인 도출방안 연구 : K사를 중심으로

Service Providers need to monitor the level of consumer's satisfaction on service they provide continuously and they use appropriate method to measure their operating status. They have to make a plan on their resource and infrastructure to provide their service in the right place at the right time whenever they need. Most previous studies on IT service quality are mainly focused on criteria or levels of quality measurement even though those criteria and levels should be set by considering consumer's needs. And considering for consumer's needs with managerial factors was not found on those studies. So, we suggest deducing quality factors for continuous improvement of IT service management system in this paper as identify the relative priority using QFD method which consider consumers' voices and managerial factors when decide quality factors of IT service management system introduced SLA. We also confirm that our suggestion is practicable and applicable for current operation by case study.