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http://dx.doi.org/10.3745/KIPSTD.2009.16-D.4.541

A Case Study on Selection and Improvement of SLA Evaluation Metrics  

Shin, Sung-Jin (숭실대학교 컴퓨터학과)
Rhew, Sung-Yul (숭실대학교 컴퓨터학부)
Kim, Yoo-Ri (대림INS)
Publication Information
The KIPS Transactions:PartD / v.16D, no.4, 2009 , pp. 541-548 More about this Journal
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.
Keywords
SLA; Metrics; Maturity Model; IOMM;
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