Earticle

초록

영어

IT outsourcing becomes one of the important skills for managing diverse and complex information systems, SLA is considered as an one of the success factors for the successful outsourcing management. Since it helps to establish common goal and provides better visibility of trends and performance, the SLA process must go beyond mere measurement to include a methodology for the ongoing management of service levels, and for the continuous improvement of service activities, functions and processes. Despite SLA is one of the most important skills for the successful outsourcing, few studies have been conducted for academic as well as practical purpose. For this reason, The objective of this study is to develop an SLA’s maturity model and empirically demonstrate how SLA’s maturity level affects its performance through SLA’s maturity model. The major contributions of this study are in two areas. This study contributes to academicians as well as practitioners. First, from the academic perspectives this study tries investigating the maturity level of the SLA based on empirical data. Second, practitioners can self-test their firms’ maturity level using the proposed model. The results of this study show that the SLA’s maturity level affected positively SLA’s performance. It is founded that the SLA’s maturity level had a significant impact on SLA’s performance.

목차

Abstract
 1. 서론
 2. 문헌 연구
  2.1 SLA의 정의
  2.2 SLA의 수행 단계
  2.3 SLA의 성과
  2.4 성숙도 모형에 관한 고찰
 3. 연구 모형 및 가설
  3.1 연구 모형의 설정
  3.2 연구 가설
 4. 연구결과
  4.1 표본의 특성
  4.2 신뢰성 및 타당성 분석
  4.3 가설의 검증
 5. 결론
 참고문헌
 별첨

키워드

저자

• 남기찬 [ Kichan Nam | 서강대학교 경영대학 교수 ] 교신저자
• 김주희 [ Juhee Kim | 서강대학교 경영대학 석사과정 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005