• 경영정보학연구
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• 제8권2호
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• pp.211-234
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• 2006

서비스수준관리(Service Level Management)의 목적이 단순한 재무적 계약(서비스 수준협약의 계약 자체)에서 고객의 기대와 제공자의 서비스에 대한 관리 시스템(서비스 수준협약에 대한 관리시스템)으로 최근 변해가고 있다. 본 논문의 목적은 통계적 기법을 이용해서 체계적인 정보기술 서비스 수준관리 방안을 제시하는 것이다. 본 연구는 통계적 기법과 서비스 수준관리 라는 두 가지 관점에서 서비스 수준을 다루고 있다. 첫째, 통계적 기법을 이용해서 목표 서비스 수준을 설정한다. 둘째, 전체 서비스 수준에 대한 평가방법을 제시한다. 이와 같이 제시된 방법을 이용해서 기업 전략 측면에서 정보기술 아웃소싱 성과로서 종합 서비스 수준을 계량적으로 측정하는 것이 가능하다.

• 한국인터넷방송통신학회논문지
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• 제13권4호
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• pp.229-237
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• 2013

최근 SOA와 클라우드 컴퓨팅 기반의 IT 서비스에 대한 수요가 증가하면서 서비스 당사자들 간에 SLA(Service Level Agreement, 서비스 수준 협약)에 대한 관심이 증대되고 있다. 통상 SLA는 자연어로 작성된 종이 계약서이다. 상업용 SLA 관리 툴에서 사용하는 SLA는 절차적 언어를 사용하여 계약서 내용을 애플리케이션 안에 암시적으로 구현된다. 이는 SLA 자동화 작업을 어렵게 한다. 또한 계약시스템에 대한 유지관리를 어렵게 하고 새로운 계약 요구사항을 적용하기 위해서는 소스 코드에 대한 광범위한 수정 작업이 뒤따른다. SLA 유지관리 과정에서 발생하는 문제의 근본 원인은 동일한 SLA가 문서형과 실행형으로 이원화 되어 있다는 것이다. 본 논문에서는 이러한 현행 SLA 관리의 문제점을 개선하기 위해서 능동형 SLA(ASLA : Active Service Level Agreement)를 기반으로 하는 능동형 SLM(ASLM : Active Service Level Management) 시스템을 제안한다. 이 시스템에서는 이원화된 SLA 처리 및 관리 과정이 능동형 SLA(ASLA)의 도입으로 일원화될 수 있음을 보였다.

• 한국정보시스템학회지:정보시스템연구
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• 제16권3호
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• pp.69-90
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• 2007

Recently, Service Level Management(SLM) including SLA has been developing to manage the level of information systems service. Although previous SLA studies have provided the conceptual model and critical success factors, the studies have not tested the effectiveness of the SLA by way of the empirical study. In this study, we applied an innovation decision making theory to our model and tested an empirical study using of a firm survey data. We suggested a SLM model, which consists of SLA planning, application, management dimensions. We found that the SLM's management stage has an impact on performance, whereas SLM's planning and application has not. At each sub dimensional analysis, there are found that adequate SLA indicators in the application stage influences performance and change management and feedback & reporting in the management stage influence performance.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.597-625
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• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 제어로봇시스템학회:학술대회논문집
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• 제어로봇시스템학회 2005년도 ICCAS
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• pp.1586-1589
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• 2005

GUMF (Global User Management Framework) that is proposed in this research can be applied to next generation network such as BcN (Broadband convergence Network), it is QoS guaranteed security framework for user that can solve present Internet's security vulnerability. GUMF offers anonymity for user of service and use the user's real-name or ID for management of service and it is technology that can realize secure QoS. GUMF needs management framework, UMS (User Management System), VNC (Virtual Network Controller) etc. UMS consists of root UMS in country dimension and Local UMS in each site dimension. VNC is network security equipment including VPN, QoS and security functions etc., and it achieves the QoSS (Quality of Security Service) and CLS(Communication Level Switching) functions. GUMF can offer safety in bandwidth consumption attacks such as worm propagation and DoS/DDoS, IP spoofing attack, and current most attack such as abusing of private information because it can offer the different QoS guaranteed network according to user's grades. User's grades are divided by 4 levels from Level 0 to Level 3, and user's security service level is decided according to level of the private information. Level 3 users that offer bio-information can receive secure network service that privacy is guaranteed. Therefore, GUMF that is proposed in this research can offer profit model to ISP and NSP, and can be utilized by strategy for secure u-Korea realization.

• Architectural research
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• 제18권1호
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• pp.21-29
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• 2016

Importance of FM has rapidly increased because of its growing business. However, due to lack of clarity and identity of FM in professional areas, standardization of FM became to be imperative in such a rapidly changing global business environment. Facility services are defined as the provision of support the primary activities of an organization, delivered by an internal or external provider. Majority of FM activities are services related to 'space and infrastructure' and 'people and organization' (CEN, 2011). The purpose of this study is to investigate definitions and characteristics of FM from both globally and domestic environment, by comparison with international or national standards, to identify quality management in FM and service characteristics of FM, to investigate the differences in service level elaboration in FM, and to suggest standard issues of quality management in FM service quality. This study examines contents of the European Standards in FM, Part 3 'Guidance on quality in Facility Management, especially for the process of QM standardized by CEN (2011) and explores undefined issues such as service level, measurement metrics according to service characteristics of FM. The European FM Standard guides the common process of QM in terms of requirements specification, service level elaboration, measurement metrics development although it does not specifically address various service levels, specific performance metrics and indicators.

• 산업경영시스템학회지
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• 제35권1호
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• pp.47-56
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• 2012

Service Parts Management is defined as a supply management associated with service parts from the part suppliers to the final customer. A series of process to improve the customer service level by forecasting the demand and to minimize cost by maintaining the inventory level is included. Uniqueness such as missing value correction, the data pattern analysis and planned order system is designed and implemented. Main feature of order management system is to calculate order amount and order time based on selection of optimal forecasting algorithm.

• 한국시뮬레이션학회논문지
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• 제14권1호
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• pp.33-42
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• 2005

Service Level Agreement (SLA) is a service providing scheme by a service class agreement between a user and a service provider SLA allows that a user can select an expected service class in various service classes provided from a service provider. Recently, SLA management is adapted to support the end-to-end Qos for service users in Beyond 3 Generation (B3G) networks. In B3G networks, SLA provides multiple service classes on access networks so that service classes should be managed to assure the service satisfaction for users. In this paper, we propose a dynamic Qos management scheme by IP traffic class controlling based on SLA in B3G networks. Also, to manage dynamic traffic service, we consider Differentiated services (Diffserv) mechanism for the resource management by SLA. An If service traffic class on SLA can be dynamically changed by Diffserv traffic management to support dynamic end-to-end Qos. Hence, in this paper, we consider the buffer threshold scheme for controlling traffic loads and the traffic level control scheme for implementing the dynamic traffic management by the SLA.

• 대한안전경영과학회지
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• 제8권2호
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• pp.115-128
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• 2006

The study analyzes those relations of customer service level of each sales branch, level of cooperations among branches, and overall system-wide service level for an item. Under the continuous review method, each sales branch places an order to the outside supplier, and the each branch receives the order quantity after elapsing a certain lead time. Under these circumstances, those branches with stockout condition may be supplied by other branches with keeping stocks to cover the shortages. This policy generally increases the system-wide customer service level for an item throughout cooperations for the safety plan among branches. Therefore, in the context of inventory policy, the decision rules to determine the proper branch levels of service and cooperation levels of service are important goals in terms of attaining desired system-wide service level. This research has suggested the method and procedure to reach above goals.

• 한국산학기술학회논문지
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• 제16권5호
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• pp.3525-3534
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• 2015

하수시설 자산관리체계 구축에서 가장 중요한 요건중의 하나는 하수 서비스 공급을 위한 관리 수준을 결정하는 것이다. 하수관련 시설이 건설되고 나면 운영단계에서 발생하는 개 대체 항목의 많은 부분들이 민원이나 사용자의 요구에 의해 이루어지게 된다. 이러한 서비스 수준을 관리하기 위해서 어느 지역에 어떤 민원이 주로 발생하고 있으며 어떤 부분을 개선시킬 것인지를 찾아 서비스 관리 목표를 설정하는 것이다. 본 연구에서는 이러한 점을 반영하여 국내 자산관리 수행이 진행되고 있는 S지역의 하수 민원대장을 분석하였으며 이를 토대로 지역 특성별로 민원발생 대상 시설과 민원 발생 유형을 분석하여 서비스 제공 관리기준을 개발하였다. 이를 선진 하수시설 자산관리 밴치마킹 대상지역과 비교하여 S지역만의 Best Practice 구현을 위한 기준을 설정하였다.