The Research And Application Of Service Level Agreement In IT Outsoucing

Since Kodak outsourced its main business of IT to third parties, IT outsourcing services become prevalent in international. With IT technology in the world and the promoting rapid development of IT outsourcing in the operation and development of enterprises, IT outsourcing is playing an increasingly important strategic role to a growing number of enterprises, which are using IT outsourcing as an important strategic to respond to the rapidly changing global economic development. With IT outsourcing, enterprises can concentrate on its core business and improve their core competitiveness. However, as a complex business process, IT outsourcing have some of their own risk, how to manage IT outsourcing effectively has become one pressing issue.IT outsourcing business is still new in China, there is no mature theory to conduct how to manage the service quality of IT service providers, therefore, the research of service quality management of IT outsourcing become a strong and practical requirement. This thesis did some researches on Service Level Agreement (SLA), it will provide some practice values to enterprises.The thesis started from development of IT outsourcing, analyzed the importance of IT outsourcing to enterprise, indicated the risks between IT service providers and enterprises, brought forward the necessaries of using SLA to manage IT outsourcing service providers, expatiated the SLA is the contract between IT service providers and enterprise on service quality, it has the positive effect on the cooperation relationship improvement. The thesis also discussed the SLA technology, template, evaluation indicators, SLA management model and etc.The thesis use the SLA practice of J company as an example, investigated the existing problems on SLA in J company, analyzed the root cause of the problems and provided the solutions as well, and explored the improvement of SLA in J company on the practical effect and further goals.Finally, the paper summarized the work on the service level agreement (SLA), reviewed the follow-up studies.