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A Study on Selection and Improvement of SLA Evaluation Metrics Using IT Maturity Model  

Rhew, Sung-Yul (숭실대학교 컴퓨터학과)
Shin, Sung-Jin (숭실대학교 대학원 컴퓨터학과)
Kim, Yoo-Ri (숭실대학교 정보과학대학원 소프트웨어공학과)
Publication Information
Journal of Information Technology Services / v.8, no.4, 2009 , pp. 141-150 More about this Journal
Abstract
There are no objective standards for selection and improvement of SLA evaluation metrics for IT service. In this study, we analyze the current IT maturity models for selection and improvement of the metrics and then we derive them according to the maturity levels and propose the redesigned maturity model. To verify whether the model is applicable, we execute a case study based on the D company. We apply the proposed evaluation metrics of the maturity models to the D company and evaluate the metrics. We select a proper level of the D company and an improvement line after measuring evaluation metrics in the maturity level 2. We propose improvement guidelines of evaluation metrics which score is less than the improvement line's and derive SLA evaluation metrics. By using the SLA evaluation metrics for a year, we prove that the way of selection and improvement is useful.
Keywords
SLA; Metrics; Maturity Model; IOMM;
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