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http://dx.doi.org/10.14400/JDC.2015.13.7.183

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

Kim, Dong-Soo (Graduate School of Information and Telecommunications, Konkuk University)
Kim, Hee-Wan (Division of Computer Engineering, Shamyook University)
Publication Information
Journal of Digital Convergence / v.13, no.7, 2015 , pp. 183-196 More about this Journal
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;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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