Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on the Audit Model of Outsourcing Operation based on Availability Metrics in perspective of Service Level Agreenment

서비스 수준협약 관점에서 가용성 지표 중심의 아웃소싱 운영감리 모델에 관한 연구

  • Kim, Dong-Soo (Graduate School of Information and Telecommunications, Konkuk University) ;
  • Kim, Hee-Wan (Division of Computer Engineering, Shamyook University)
  • 김동수 (건국대학교 정보통신대학원) ;
  • 김희완 (삼육대학교 컴퓨터학부)
  • Received : 2015.05.28
  • Accepted : 2015.07.20
  • Published : 2015.07.28
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Abstract

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.

서비스수준협약(SLA)은 IT 서비스의 품질개선을 통해 성공적인 아웃소싱 수행을 위해 많이 연구가 되어왔다. 특히 SLA 측정 지표와 평가기준은 IT 아웃소싱을 추진하는 회사(이용자, 서비스 제공자)의 IT 생존성에 영향을 주는 중요한 요소이다. SLA 측정 지표들은 기술적, 관리적, 사용자적 관점의 항목들로 구성되어 있으며, 안정적인 IT 서비스의 제공과 지속적인 품질개선을 목표로 관리하고 있다. 본 연구에서는 IT 아웃소싱의 SLA 지표 중 HW 가용성 지표에 중점을 두고 있다. 발주자(이용자)의 시스템 환경을 고려하여 SLA 목표 수준을 정하여 SLA 계약과 평가가 될 수 있는 HW 구성 수준에 맞는 인프라 가용성 기준을 제안한다. SLA 계약상의 인프라 구성 기준을 제시하고, IT 운영감리 환경에서 목표수준의 적정성을 확인 할 수 있는 기준을 제안한다. 제안한 모델은 관련 분야의 전문가 및 경험자들의 설문을 통해서 인프라 구성 기준과 운영감리 개선항목에 대한 필요성과 효과성을 검증하였다.

Keywords

References

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