• Proceedings of the IEEK Conference
• /
• 2005.11a
• /
• pp.47-52
• /
• 2005

In this paper we describe SLA metrics and software architecture for newly upcoming IP TV service. Firstly we show the general description for IP TV. This consists of brief description of IP TV, the general figure of configuration and elements of IP TV network and communication protocol stack of IP TV data transmission for deriving communication quality parameter. And we propose SLA metrics depending on quality measurement point. According to the measurement point the measurable SLA metrics are different. The total view of the IP TV SLA measurement and management architecture is shown. When the quality measurement point is the routers that consist of internet node, the IP media NMS is the quality collection system. And when the quality measurement point is the IP TV STB(Set-Top Box), the IP media collector and Quality Collection Server are the quality collection system. And we show the software block diagram of IP TV SLA processing system and the other related network management systems.

• The KIPS Transactions:PartD
• /
• v.16D no.4
• /
• pp.541-548
• /
• 2009

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.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2005.05a
• /
• pp.1083-1088
• /
• 2005

통신서비스의 QoS에 대한 관심이 증가하면서 서비스품질보증협약(SLA)의 중요성도 증대하고 있다. 통신사업자는 기업 사용자들의 QoS에 대한 요구수준을 만족시켜 주기 위해서 SLA의 제공을 확대하고 있으나, 여전히 통신사업자의 입장에서 SLA의 제공 내용을 설계하는 경향이 있다. SLA의 제공을 통해 달성하고자 하는 목적이 기업 사용자들의 통신서비스에 대한 서비스품질의 개선과 이를 통한 로열티 개선에 있다고 하면 이와 같은 접근과 시도는 앞으로 개선되어야 할 것으로 판단된다. 이와 같은 문제점을 극복하기 위해서 SLA의 제공과 관련, 기업 사용자에 대한 설문조사를 통해 요구사항과 개선방향을 파악해 보는 것은 현재 시점에서 SLA 제공 과정에서 적절한 시도라고 판단된다. 이에 본 논문에서는 SLA 제공과정에서 통신사업자가 고려해야 하는 사항에 대해 주로 서비스품질보증항목 (SLO), 측정(Measurement), 보상(Penalty) 등 SLA의 주요 구성요소 와 차세대 네트워크의 구축에 따라 향후 추가적으로 요구될 수 있는 요소들에 대해 점검해 보고자 한다. 이를 통해 QoS 보장에 대한 가장 유용한 도구로서의 SLA 제공의 활용성과 극대화를 기대해 본다.

• Journal of Information Technology Applications and Management
• /
• v.14 no.1
• /
• pp.1-20
• /
• 2007

IT outsourcing becomes one of the important shills for managing diverse and complex information systems, SIA is considered as an one of the success factors for the successful outsourcing management. Since it helps to establish common goal and provides better visibility of trends and performance, the SLA process must go beyond mere measurement to include a methodology for the ongoing management of service levels, and for the continuous improvement of service activities, functions and processes. Despite SLA is one of the most important skills for the successful outsourcing, few studies have been conducted for academic as well as practical purpose. For this reason, The objective of this study is to develop an SLA's maturity model and empirically demonstrate how SLA's maturity level affects its Performance through SLA's maturity model. The major contributions of this study are in two areas. This study contributes to academicians as well as practitioners. First, from the academic perspectives this study tries investigating the maturity level of the SLA based on empirical data. Second, practitioners can self-test their firms' maturity level using the proposed model. The results of this study show that the SLA's maturity level affected positively SLA's performance. It is founded that the SLA's maturity level had a significant impact on SLA's performance.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2001.10b
• /
• pp.1597-1600
• /
• 2001

In-Service-Monitoring을 통하여 네트웍 계층에서 성능저하와 전달되어지는 QOS의 영향을 감시하여 Pro-Active 매니지먼트가 가능하다. 그 결과로서 SLA 보증을 위반하기 전에 성능저하를 조기 발견하여 행동을 취한 수 있게 한다. 본 논문에서는 사용자의 요구조건을 만족하기 위한 네트웍의 구성과 SLA 측정의 제약조건들을 고려하고 Policy Based Routing이 적용되는 네트웍에서 Technology-Specific Parameter인 IP Packet Loss Ratio, IP 패킷전송지연, 패킷지터, 가용도등의 SLA Parameter를 측정하였다.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2008.05a
• /
• pp.335-338
• /
• 2008

IT아웃소싱은 기업이 핵심 분야와 비 핵심 분야를 나눈뒤 전략적으로 비 핵심분야에 대한 기능을 서비스 제공자에게 위탁하여 특정 기능을 수행하도록 하는 경영기법으로 비용절감, 조직의 슬림화등 여러 가지 목적으로 실행된다. 그리고 최근에 들어 국내에서도 정보시스템을 서비스 제공자에게 아웃소싱 하는 일이 활성화 되고 있는 상황이다. 그리고 IT아웃소싱 계약서에는 서비스 수준이나 가치, 성과에 대한 보상 및 패널티를 부과하는 도구인 SLA를 도입하고 있고 그 측정 결과를 통해 제공받는 서비스의 품질을 확인하고 있다. 그러나 측정된 SLA지표를 통해서 확인되는 데이터는 하드웨어적인 측정치에 한정되어 아웃소싱을 통한 IT서비스의 수준 향상을 확인하기 어려우며 효과적인 SLA 기준 지표 선정이 쉽지 않아 실제적인 고객만족도를 확인하기 어려운 실정이다. 이에 본 연구에서는 ITIL에 기반 한 SLA측정 결과와 사용자 만족도를 측정하여 제시하였다.

• The KIPS Transactions:PartC
• /
• v.10C no.1
• /
• pp.61-70
• /
• 2003

I-Business providers and customers have chosen the service availability as the most important technical parameter which should be included in their SLA to succeed in their business. This means that web Service availability management is crucial to the web-based service providers. Application availability is originally defined as a measure of the fraction of time during a defined period when the service provided is deemed to be better than user expectation of service performance. But, because most web service availability measurement tools simply monitor disconnected state, they do not satisfy user's expectation of extended availability concept. In this paper, We propose the web service availability measurement method which supports extended availability concept. It takes account of performance degradation of web service based on response time, and determines what is the cause of unavailability of the service. We developed a measurement tool, WebSerAvail.

• Journal of KIISE
• /
• v.42 no.11
• /
• pp.1361-1371
• /
• 2015

Depending on the increase amongst various cloud services, the technology of the Cloud Service Broker (CSB) to find the most appropriate services to meet the needs of cloud service consumers has emerged. In order to advance for cloud services to be used through the CSB, it is important to ensure the quality level that meets the demands of consumers through a negotiation process based on the Service Level Agreement (SLA). However, quality metrics of cloud services are different from each other based on the measurement scale, which represents the quality level, and the calculation for each type of cloud services. Therefore, it is necessary to analyze the variability of the quality of cloud services and establish a SLA model for ensuring and improving the level of quality. In this paper, we analyze the quality metrics for the specific type of cloud services by applying the cross-cutting concept and propose a Virtual SLA (VSLA) meta-model.

• Journal of the Korea Institute of Information Security & Cryptology
• /
• v.31 no.4
• /
• pp.763-777
• /
• 2021

Information security started as an IT operation process and is now recognized as an important issue of information technology, and each international organization is newly defining the concept. Information security itself is a new combination of IT technologies, a set of technologies and a technology area. As IT outsourcing becomes common in many public sectors, SLAs are introduced to evaluate the level of IT services. In the area of information security, many studies have been conducted on the derivation and selection of SLA performance indicators, but it is difficult to find a way to apply the performance indicators to service level evaluation and performance systems. This thesis conducted a study on the application of a service evaluation system for information security performance indicators based on the public sector and a performance system including compensation regulations. It presents standards and rewards(incentive and penalty) that define expectation and targets of performance indicators that take into account the environment and characteristics of a specific public sector, and defines appropriate SLA costs. It proposes a change plan for the organizational structure for practical SLA application and service level improvement.

• Journal of Information Technology Applications and Management
• /
• v.15 no.4
• /
• pp.103-121
• /
• 2008

Service Providers need to monitor the level of consumer's satisfaction on service they provide continuously and they use appropriate method to measure their operating status. They have to make a plan on their resource and infrastructure to provide their service in the right place at the right time whenever they need. Most previous studies on IT service quality are mainly focused on criteria or levels of quality measurement even though those criteria and levels should be set by considering consumer's needs. And considering for consumer's needs with managerial factors was not found on those studies. So, we suggest deducing quality factors for continuous improvement of IT service management system in this paper as identify the relative priority using QFD method which consider consumers' voices and managerial factors when decide quality factors of IT service management system introduced SLA. We also confirm that our suggestion is practicable and applicable for current operation by case study.