• Journal of the Korea Society of Computer and Information
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• v.9 no.2
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• pp.69-79
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• 2004

For the successful IT operation outsourcing there need appropriate metrics on which both of the service clients and provider agree. The metrics are used to set up the service level objectives, which are manifested in the service level agreement with price. A study of metrics is necessary for the following reasons: First, most of the metrics used today were introduced in the early years of computers and are not satisfactory to both of the service providers and clients. Second, metrics represent the performance of system components but not end-user satisfaction. Third, because the service provider leads the outsourcing agreement, the objectives are specified more favorable to the provider. The objectives should be based on metrics that both sides fully understand and agree on.

• Journal of Digital Convergence
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• v.13 no.7
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• pp.183-196
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• 2015

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.

• Journal of Service Research and Studies
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• v.2 no.1
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• pp.47-59
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• 2012

With the rapid development of the Internet, public agencies and private companies introduced 'IT outsourcing in order to maintain and repair the information systems. Also they have utilized the SLA in order to manage it. Although IT outsourcing as a way to promote effective SLA are being introduced, the introduction of service level agreements or those introduced universal effectiveness did not demonstrate in the public agencies. The importance of outsourcing in the information systems is growing, but the increase in size of the business information, IT technology diversification, expansion of information between systems interconnection, information system operating and maintenance costs with the increase of information systems to streamline operations, increase the need for versatility is growing gradually. In this paper we investigates IT outsourcing in public agencies as a way to promote effective service level agreement(SLA) with the introduction and consideration, and through the application of SLA mutual customers and IT service organizations make a clear point of management and IT service levels and IT services for improved mind and strengthen the effectiveness of preventive activities can be seen.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.05c
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• pp.1841-1844
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• 2003

어떤 아웃소싱에서건 성과 측정을 못하면 관리할 수 없다. 기존의 ITO 서비스 측정 기준이 IT중심의 SLA이었다면, 본 논문에서 말하려는 ITO 서비스 측정 방법은 ITO 서비스에 대한 비즈니스측면의 가치 평가를 시도한 것이다. 기업의 성과평가를 위해 적용되는 BSC 개념을 ITO서비스에 도입하여 IT BSC체계를 확립하고, 이를 조직내 의사결정 레벨로 관리함으로써 ITO서비스 측정 지표값이 조직의 비즈니스 성과에 영향을 준다는 근거를 마련하고자 하는 것이다. 이로인해 사업목표와 연계된 ITO서비스 측정 기준을 마련함으로써, IT예산 산정의 합리적 근거를 확보할 수 있다.

• Information Systems Review
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• v.9 no.2
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• pp.189-207
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• 2007

The importance of IT service management to improve the effectiveness and efficiency of IT outsourcing practices or performance has been emphasized in the fields. Accordingly, several methodologies of IT service management have been adopted in a fashion. This case based research tries to analyze the effects of ITIL-based IT service management practice in a company on IT outsourcing performance. The case analysis shows that ITIL-based service management influences systems quality, information quality, and service quality in direct manner. But it does not influence systems use and systems satisfaction in a meaningful way. This study would help IT service managers construct IT service environment which improves the performance of IT outsourcing service delivery and also researchers set up research proposition in a concise way in the future.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.453-461
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• 2022

This study designed a research model to analyze the relationship between organizational commitment and work performance for outsourcing workers. The path relationship was analyzed using the PLS-SEM of the sample collected through the survey. As a result of the study, organizational support perception had a direct effect on the work performance of outsourcing workers, and the company commitment and customer company commitment had a mediating effect. In addition, it was confirmed that the workers showed dual commitment to the company and the customer company, and the organizational commitment to both companies was complementary. It was also suggested that the outsourcing company's organizational support activities are more important for improving the work performance of workers.

• Information Systems Review
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• v.7 no.2
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• pp.257-276
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• 2005

The most distinctive characteristic in Maeil's outsourcing strategy was the rapid decision process done by CEO. At first, Maeil made a contract with a outsourcing vendor based on 50% investment for 5 years. However, 3 years later Maeil changed their outsourcing strategy from 10% share to 100% outsourcing. This is for the efficiency improvement and cost reduction. Also, Maeil organized separate TFT which could control IS quality. This TFT reviewed the feasibility of requirement analysis and IS planning process. Through this cooperation between TFT and the outsourcing vendor, Maeil could get the stable IT development and operation. During last 5 years, Maeil achieved great performance in the area of IT development and operation from the outsourcing. The present issue related to outsourcing strategy is whether Maeil will continue the current contract or change the vendor due to the anxiety of becoming a captive customer.

• The Journal of the Korea Contents Association
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• v.7 no.7
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• pp.171-178
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• 2007

In this paper the Partnership's Influence on the Success of IT-Outsourcing is studied. Especially the role of "Partnership" as Intermediate is mainly researched. As the result we can see the fact that the economic factor does not affect the Partnership and the success of IT-Outsourcing, because the IT-Outsourcing can cause sometimes the increase of the cost. On the other hand strategic factor and technical factor affect directly the Success of IT-Outsourcing. This means that the Success of IT-Outsourcing depends on the close cooperation between customer and service provider, rather than on the following the contents of the Service Level Agreement(SLA). In consequences the Partnership based on the steady and fluent communication and the feeling of sharing the risk and benefit between two parties is the key factor for the Success of IT-Outsourcing.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.185-196
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• 2012

Information system operation principles were recently established in order to provide high quality service and efficient operation audit of IT outsourcing. Operation managements are done based on these principles. Therefore, information operating management process, which refers to itself, is established. Information system operation audit requires a constant audit regularly, which is different from construction/development audit that is done only once. As operating management process changes, operation audit guidelines should be updated and improved. Therefore, this paper proposes IT outsourcing operation audit model with IT outsourcing achievement management as a focus. IT service domain was referred in order to propose information system operation audit model and check lists, which are based on IT outsourcing operation managements such as planning, making strategies, contract, service, and management. The deduced audit model and check lists verified suitability of the proposed model by experts' survey.

• 한국IT서비스학회:학술대회논문집
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• 2002.11a
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• pp.148-152
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• 2002