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@article{ART001176481},
author={Yong-Soo Kim},
title={SLA (Service Level Agreement) Metrics in IT Operation Outsourcing},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2004},
volume={9},
number={2},
pages={69-79}

TY - JOUR
AU - Yong-Soo Kim
TI - SLA (Service Level Agreement) Metrics in IT Operation Outsourcing
JO - Journal of The Korea Society of Computer and Information
PY - 2004
VL - 9
IS - 2
PB - The Korean Society Of Computer And Information
SP - 69
EP - 79
SN - 1598-849X
AB - 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.
KW - outsourcing;SLA (Service Level Agreement);performance metric;SLM(Service Level Metrics);SLO(Service Level Objectives);availability;response time;reliability
DO -
UR -
ER -

Yong-Soo Kim. (2004). SLA (Service Level Agreement) Metrics in IT Operation Outsourcing. Journal of The Korea Society of Computer and Information, 9(2), 69-79.

Yong-Soo Kim. 2004, "SLA (Service Level Agreement) Metrics in IT Operation Outsourcing", Journal of The Korea Society of Computer and Information, vol.9, no.2 pp.69-79.

Yong-Soo Kim "SLA (Service Level Agreement) Metrics in IT Operation Outsourcing" Journal of The Korea Society of Computer and Information 9.2 pp.69-79 (2004) : 69.

Yong-Soo Kim. SLA (Service Level Agreement) Metrics in IT Operation Outsourcing. 2004; 9(2), 69-79.

Yong-Soo Kim. "SLA (Service Level Agreement) Metrics in IT Operation Outsourcing" Journal of The Korea Society of Computer and Information 9, no.2 (2004) : 69-79.

Yong-Soo Kim. SLA (Service Level Agreement) Metrics in IT Operation Outsourcing. Journal of The Korea Society of Computer and Information, 9(2), 69-79.

Yong-Soo Kim. SLA (Service Level Agreement) Metrics in IT Operation Outsourcing. Journal of The Korea Society of Computer and Information. 2004; 9(2) 69-79.

Yong-Soo Kim. SLA (Service Level Agreement) Metrics in IT Operation Outsourcing. 2004; 9(2), 69-79.

Yong-Soo Kim. "SLA (Service Level Agreement) Metrics in IT Operation Outsourcing" Journal of The Korea Society of Computer and Information 9, no.2 (2004) : 69-79.