□ Project Objective

- Establish a foundation for IT outsourcing contracts based on SLA, build an environment for quantitative evaluation and management of IT service levels, and enhance work productivity through IT service level management. The ultimate goal is to ensure objectivity and transparency in IT service level management and achieve systematic management of IT outsourcing services.

□ Background

- Need to secure objectivity in calculating, measuring, and managing ITO service indicators

- Need to build an environment that enables real-time measurement and management of ITO service performance

- Need to ensure transparency in service fee calculation through objective performance measurement

□ Expected Benefits

- Establish objective evaluation criteria for IT operations management based on SLA

- Build an IT service level management system based on SLA

- Provide quantitative service evaluation information through the SLM system

□ Key Project Areas

◆ Current Status Analysis and Diagnosis

- Analyze IT outsourcing operational environment

- Analyze service indicators and evaluation status

- Analyze cost estimation status

◆ Process and System Design

- Design SLA-based IT outsourcing operation plan (contracts, costs, performance)

- Design SLA management system functions

◆ System Implementation

- Build operational system (H/W, S/W)

- Implement contract management, cost management, and performance management functions

- Develop interfaces with related systems