IT 성숙도 모델을 이용한 SLA 평가 지표 선정과 개선에 관한 연구

A Study on Selection and Improvement of SLA Evaluation Metrics Using IT Maturity Model

There are no objective standards for selection and improvement of SLA evaluation metrics for IT service. In this study, we analyze the current IT maturity models for selection and improvement of the metrics and then we derive them according to the maturity levels and propose the redesigned maturity model. To verify whether the model is applicable, we execute a case study based on the D company. We apply the proposed evaluation metrics of the maturity models to the D company and evaluate the metrics. We select a proper level of the D company and an improvement line after measuring evaluation metrics in the maturity level 2. We propose improvement guidelines of evaluation metrics which score is less than the improvement line's and derive SLA evaluation metrics. By using the SLA evaluation metrics for a year, we prove that the way of selection and improvement is useful.