• Proceedings of the Korean Information Science Society Conference
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• 2012.06a
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• pp.239-241
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• 2012

최근 클라우드 서비스 공급자들은 세계적으로 증가하는 고객의 수요에 대응하기 위하여, 다양한 지역에 데이터센터들을 구축하고 시스템의 규모를 확장시키고 있다. 클라우드는 통합된 자원을 이용하기 때문에 부하 분산(load balancing)을 통해서 시스템의 성능 및 안정성을 향상시킬 수 있다. 하지만 지역적으로 분산된 데이터센터들을 운영하는 클라우드 컴퓨팅 환경에서는 자원 부하의 분산과 서비스 응답 속도(service response time) 사이의 상관 관계를 고려할 필요가 있다. 그럼에도 불구하고 대부분의 클라우드 서비스 공급자들은 고정된 최소 서비스 응답 속도를 서비스 수준 협약(SLA: Service-Level Agreements)을 제시하고 있는 현실이다. 이와 같이 SLA에 최소 서비스 응답 속도를 임의로 고정할 경우, 거리차이가 있는 데이터센터(SLA에 명시된 응답 속도 보다 느린 데이터센터)에는 부하가 분산되기 어렵다. 따라서 지역적으로 분산된 데이터센터 환경에서는 응답 속도에 대한 가변 SLA를 적용할 필요가 있다. 본 연구에서는 지역적으로 분산된 데이터센터를 운영하는 클라우드 컴퓨팅 환경에서 가변 응답 속도를 적용하기 위한 방법으로써 서비스 응답 속도와 가격을 고려한 자동화된 SLA 협상 메커니즘을 적용하고 그 유효성을 평가하였다. 시뮬레이션을 이용한 실험 결과를 통해서 SLA 협상을 통한 가변 SLA를 이용하는 방법이 고정된 SLA를 이용하는 방법에 비해서 더 높은 SLA 보장률을 지원하고 클라우드 공급자에게 더 높은 수익을 제공함을 확인하였다.

• Journal of the Korea Convergence Society
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• v.11 no.6
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• pp.37-42
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• 2020

In the field of public informatization maintenance business, the attacks of external illegal users such as unauthorized leakage, destruction, and alteration due to intentional or inadequate management of personal information are increasing. In order to prevent such security incidents in advance, it is necessary to develop and quantitatively manage SLA indicators. This study presents the privacy SLA indicators and suggests specific methods such as information collection method and timing of the privacy SLA indicators. In order to confirm the validity and reliability of the proposed SLA indicators, an online survey was conducted with a group of experts. As a result, it was evaluated that compliance rate of personal information destruction and compliance rate of personal information protection system would be effective when applied to new and revised SLA indicators in terms of importance and validity. In the future, using SLA indicators for personal information protection as a standard for public information maintenance will contribute to improving SW quality and securing safety.

• Journal of Digital Convergence
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• v.13 no.7
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• pp.183-196
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• 2015

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.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.9 no.3
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• pp.843-871
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• 2015

Cloud computing evolve as a cost effective business model for IT companies to focus on their core business without perturbing on infrastructure related issues. Hence, major IT firms and Small & Medium Enterprises (SME) are adopting cloud services on rental basis from cloud providers. Cloud Service level agreements (SLA) act as a key liaison between consumers and providers on renting Anything as a Service (AaaS). Design of such an agreement must aim for greater profit to providers as well as assured availability of services to consumers. However in reality, cloud SLA is not satisfying the parties involved because of its inherent complex nature and issues. Also currently most of the agreements are unilateral to favour the provider. This study focuses on comprehensive, 360-degree survey on different aspects of the cloud service agreements. We detailed the life cycle of SLA based on negotiation, different types of SLA, current standards, languages & characteristics, metrics and issues involved in it. This study will help the cloud actors to understand and evaluate the agreements and to make firm decision on negotiation. The need for standardized, bilateral, semantic SLA has also been proposed.

• Asia pacific journal of information systems
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• v.14 no.3
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• pp.23-55
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• 2004

Interests on Service Level Agreement(SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service recipient and a service provider, the agreement is treated with high confidentiality. This raised the problems to organizations which are considering the SLA but lack in the concrete guide line to internalize SLA management process. This study provides the process model of implementation for SLA by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the managerial contribution for implementing the SLA. To analyse the case samples, in-depth interview method was conducted for each sampled company. As a result, if SLA can be used as an immanence managerial tool and can be actively implemented, it will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

• Journal of the Korea Society of Computer and Information
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• v.16 no.2
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• pp.243-248
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• 2011

According to increasing of accessing multimedia stream contents, Web services have become popular. However, these Web services are not supported with the same quality to Web clients who frequently access multimedia services. This paper proposes ontological technique to apply client level Quality of Service(QoS) that provides two different levels to serve Web service with proper quality by contribution value. And, it describes with UML(Unified Modeling Language) how to relate QoS and SLA(Service Level Agreement). Main contribution of this paper is to support client level QoS and SLA and to use Ontology for it. Therefore, this work uses an ontology-based approach to organize QoS and SLA, enabling semantic classification of all Web services based on domains and QoS and SLA attributes.

• Proceedings of the IEEK Conference
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• 2006.06a
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• pp.225-226
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• 2006

A service level agreement (SLA) is a formal contract between a service provider and a subscriber that contains detailed technical specifications called service level specifications (SLSs). In this paper, we propose SLA data analysis system which provides an effective decision-making information to network service provider. The SLA data analysis system executes trend analysis and statistics analysis using SLA violation and refund information. The analysis results are presented in many ways such as tables, graphs.

• Proceedings of the Korean Information Science Society Conference
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• 2006.10d
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• pp.734-737
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• 2006

다양한 사업자들의 등장으로 서비스에 대한 경쟁체제가 심화됨에 따라 end-to-end 간의 고객서비스를 보장하기 위한 SLA에 대한 관심이 고조 되고 있다. 고객 또한 일정 수준 이상의 서비스 제공을 요구하기 시작하고 있으며, 더불어 각 사업자들은 기존 고객 유치 및 신규 고객 창출을 위해 기본적인 항목이나 부가서비스측면에서 SLA 제공을 시도하고 있다. 따라서 본 논문에서는 기존 음성전화에 비해 저렴한 요금과 멀티미디어 서비스가 가능한 VoIP 서비스의 SLA 제공을 위한 통합 SLA 시스템 설계에 대하여 알아보도록 한다. VoIP 서비스에 대한 SLA 제공은 서비스의 안정화를 가져올 수 있을 뿐 아니라 음성통신 서비스 및 데이터통신 서비스가 통합된 형태의 차세대 통신 서비스로의 기반을 마련할 수 있을 것이다.

• Proceedings of the Korea Information Processing Society Conference
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• 2011.11a
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• pp.501-503
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• 2011

인터넷이 보편화되고 확산됨에 따라 클라우드 서비스가 급속히 확산되고 있다. SLA 란 서비스 제공자와 고객 간의 협약으로 서비스 제공자가 서비스 품질을 보증하기 위한 방법이다. 클라우드 컴퓨팅 환경에서의 SLA는 IT 서비스 제공자 입장에서 서비스 품질에 대한 고객만족도를 높이고 경쟁 사업자와의 차별화가 필요하므로 SLA를 통한 QoS 보장은 매우 중요한 요소이다. 그러나 클라우드 환경에서의 SLA에 대한 연구는 아직 초기 단계에 머물고 있다. 본 논문에서는 클라우드 서비스를 위한 SLA 관리 지표를 정의하고 이를 이용하여 QoS를 보장하는 SLA 관리 시스템을 설계하였다.

• Journal of Distribution Science
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• v.15 no.5
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• pp.65-73
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• 2017

Purpose - The Service Level Agreement which has been used in the IT information communication industry to maintain the level of service supplied by a vendor has been adopted in the service industry surrounding the airliners and airports. Considering that service quality is dependent on attitude of employees who are responsible to provide service, it is very important to understand what kinds of effects SLA(service level agreement) has on the attitude when SLA is applied to the service industry. SLA is an agreement between management authority and service providing contractor to make sure that certain level of service quality should be provided. For employees whose responsibilities are providing the service, SLA has both positive effects and negative effects. Negative side is that employees have to follow many irrigating complicated rules. On the other hand, the attribute of rules is that once one is become accustomed to them one may feel comfortable doing repeated same kinds of works, which is positive side for the workers. Research design, data, and methodology - We analyzed whether the SLA has moderating effects while service providers' job environment of outsourcing companies affects job satisfaction. Especially in the service industry, job satisfaction has great effects on productivity and efficiency. Results - The study results show the following. First, SLA has moderating effects while task performance environment affects treatment satisfaction. Second, SLA has moderating effects while task motivation environment affects treatment satisfaction. Third, SLA has moderating effects while physical work environment satisfaction affects treatment satisfaction. Fourth, on the other hand, the difficulties caused by SLA have moderating effects while the relationship among employees affects job dissatisfaction, which is negative side of SLA. From these results, we can tell that SLA has more positive moderating effects on treatment satisfaction on the whole. which results can be used to justify applying SLA to the service industry. Conclusions - In this study we analyzed the effects of SLA which have become more important in service industry nowadays on service providing employees. For managing side, the positive effects of SLA have to be emphasized while the negative effects should be avoided or minimized.