An empirical study of SLA indicators for the Defense Information Systems

Abstract

The Republic of Korea’s Defense Information Systems (DIS) has constructed and maintained by outsourcing. However, the project management method needs to be improved to become more quantitative process on the view of “Project goal-Performance measuring-Feedback.” So, in order to improve this problem, ROK’s Ministry of National Defense (MND) promote research precedent for applying the DIS maintenance in the public sector and enterprise’s to take advantage of SLA management. The MND to undertake all projects from 2012 years to enforce the SLA management. And the ROK’s army has adapted SLA on the trial applications, but still needs the systematical logic with scientific researches. The SLA Framework is included in the project management guidelines, lowered the risk of the project. However, some of the measuring indicators in the service area are limited. The mistaken idea that the burden on project takes advantage of the SLA management must be resolved. Therefore, this study is to show the selection process of the check indicators logically and verify the suitability. Furthermore, the results of the empirical study could be suggested for verifying the effectiveness on the service quality assurance, and user’s satisfaction from the adoption of the SLA. © 2015, American Scientific Publishers. All rights reserved.