SLA 측정의 적합성 평가로 ITIL기반 SLA 성과측정 프로세스 개선에 관한 연구
A Study on SLA measurement process improvement based on ITIL by conformity assessment
- 주제(키워드) SLA
- 발행기관 서강대학교 정보통신 대학원
- 지도교수 황선영
- 발행년도 2010
- 학위수여년월 2010. 8
- 학위명 석사
- 학과 및 전공 정보통신대학원 소프트웨어공학
- 실제URI http://www.dcollection.net/handler/sogang/000000046158
- 본문언어 한국어
초록/요약
Even though IT services using SLA are adopted by many companies, it is difficult to present IT service development plans because there exist no objective standards on measurement indices. The goal of this study is to develop SLA measurement process and to check whether service level can be improved through continuous management of this process. A method of improving the service level is proposed in this thesis. The proposed scheme can accomplish SLA measurement index by developing measurement process which removes irrationality through conformity assessment. To verify the application possibility of the proposed measurement process, experiments were performed. The results show that SLA measurement indices with ITIL bases have been improved by 5%~10%. These results show that assessment standard based on SLA and measurement process standard can improve the SLA performance.
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