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IT Service Level Management Using Statistical Method: A Case of H Company  

Yang, Dong-Gu (Kwangwoon University)
Kim, Ki-Yoon (Kwangwoon University)
Publication Information
Information Systems Review / v.8, no.2, 2006 , pp. 211-234 More about this Journal
Abstract
The purpose of IT Service Level Management(SLM) has recently shifted from being a simple financial contract(SLA contract itself) towards a system(SLA management system) for the management of the customer's expectations and the provider's service. The aim of this paper is to introduce and present the systematic SLM using statistical method. We discuss the service level according to two points of view: statistical method and service level management. First, we go into more detail on the objective service level using statistical method. Second, we give an overview of total service level assessment method. The proposed framework enables to measure total service level as IT outsourcing performance quantitatively from the aspect of business strategy.
Keywords
Risk Management; SLA; SLM; IT Outsourcing;
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