IT外包中服务水平协议的研究和应用

上海交通大学硕士学位论文IT外包中服务水平协议的研究和应用姓名：顾晓栋申请学位级别：硕士专业：工商管理指导教师：沈惠璋20080113IT1989ITITITITITITITITITITITITITSLAITITITITITSLAITSLAITSLAITSLASLAJSLASLAJ,,JSLASLAITITTHERESEARCHANDAPPLICATIONOFSERVICESLEVELAGREEMENTWITHINITOUTSOUCRINGABSTRACTSinceKodakoutsourceditsmainbusinessofITtothirdparties,IToutsourcingservicesbecomeprevalentininternational.WithITtechnologyintheworldandthepromotingrapiddevelopmentofIToutsourcingintheoperationanddevelopmentofenterprises,IToutsourcingisplayinganincreasinglyimportantstrategicroletoagrowingnumberofenterprises,whichareusingIToutsourcingasanimportantstrategictorespondtotherapidlychangingglobaleconomicdevelopment.WithIToutsourcing,enterprisescanconcentrateonitscorebusinessandimprovetheircorecompetitiveness.However,asacomplexbusinessprocess,IToutsourcinghavesomeoftheirownrisk,howtomanageIToutsourcingeffectivelyhasbecomeonepressingissue.IToutsourcingbusinessisstillnewinChina,thereisnomaturetheorytoconducthowtomanagetheservicequalityofITserviceproviders,therefore,theresearchofservicequalitymanagementofIToutsourcingbecomeastrongandpracticalrequirement.ThisthesisdidsomeresearchesonServiceLevelAgreement(SLA),itwillprovidesomepracticevaluestoenterprises.ThethesisstartedfromdevelopmentofIToutsourcing,analyzedtheimportanceofIToutsourcingtoenterprise,indicatedtherisksbetweenITserviceprovidersandenterprises,broughtforwardthenecessariesofusingSLAtomanageIToutsourcingserviceproviders,expatiatedtheSLAisthecontractbetweenITserviceprovidersandenterpriseonservicequality,ithasthepositiveeffectonthecooperationrelationshipimprovement.ThethesisalsodiscussedtheSLAtechnology,template,evaluationindicators,SLAmanagementmodelandetc.ThethesisusetheSLApracticeofJcompanyasanexample,investigatedtheexistingproblemsonSLAinJcompany,analyzedtherootcauseoftheproblemsandprovidedthesolutionsaswell,andexploredtheimprovementofSLAinJcompanyonthepracticaleffectandfurthergoals.Finally,thepapersummarizedtheworkontheservicelevelagreement(SLA),reviewedthefollow-upstudies.KEYWORDSIToutsourcing,IToutsourcingrisk,SLA,SLM2007112007112620071126MBAIT-1-ITITITITSLASLASLAITITITITSLASLAITMBAIT-2-11.1“”(Outsourcing)·(GaryHamel)C·K·(C·K·Praharad)1990“”·10-15”[1]ITITITITITITITITIT708090ITITIT1989ITKatherineHudsonIBMDECBusinessLandITIT130(BritishPetroleum)ITITITMBAIT-3-IT14001501200ITITIT20042(HP)(Nokia)5ITHPNokia51000ITHPNokia2001IT1MikkoKosonenITITHPHPIT20073AngloAmerican4.57AngloAmericanAngloAmericanIT(ITIL)IT(ITSM)ITIT200653%IT2005143GartnerIT7.8%2010IT209IDC2006IT105201016010.9%IDC10ITITITITITITITITITITITITMBAIT-4-ITITWTOITITIT()IT2005-20062005IT31.3[2]4IT21%2009IT74.91200612009ITFIGURE1theestimationofIToutsoucinginChinaMarketduring20091ITITITMBAIT-5-1.2ITITITITITITITITITITITITIT,22ITITFIGURE2thedifferncesbetweenIToutsourcingandIToutsourcingserviceITITIT1997-1999ITInformationWeek42050%IT17%ITITITITITMBAIT-6-ITITITITITITITIT??IT?ITIT(SLA)ITITIT1.3ITIT(SLA)JIT,12ITIT(SLA)(SLA)IT(SLA)3IT(SLA)(SLA)(SLA)(SLA)4J(SLA)JJIT(SLA)5MBAIT-7-2IT2.1ITITITITLtinkemerChaturvediGulatiITIT[3]WillcocksFitzgeraldLacityITIT[4]MartinsonsMarisITIT[5]ITITIT[6]ITITITITITIT[7]ITITITITIT[8]ITIT1IT[9]LacityHirschheim1993SloanManagementReviewITSabherwal[10]ITITITITITIT[11]ITMBAIT-8-ITIT33ITFigure3IToutsourcingservicetransferprocess2ITIT[12]LohVenkatramanITITITITITITITITITITITIT2.2ITIT1ITITITIT80%ContinentalBankISSCITITITMBAIT-9-ITITITITITITITIT15%-30%ITITITITITITIT2ITITITITITITITITITITERPCRMSCMITIT(3ITITITITITHelpDeskITITITERPCRMSCMIT(4)ITITO[13]4MBAIT-10-------------------------------------------------------------------Æ20034ITFigure4therelationshipbetweenITserviceproviderandcustomerITITITITITITITITITITITITITITITIT5MBAIT-11-5ITFigure5customermatrixswithITserviceprovider1ITITITITITITIBMHPIT2ITERPSAPCRMITITITIT3ITITITIT1:ITITITITITITIT2:3:4:MBAIT-12-4ITAndersenGEITITITIT2.3ITITITITITITLacityHirschheim50014IT[14]ITITITITITClarkZmudMcCaryITITITITITIT[15]ITITIT1ITITIT2ITITITITMichaelEarl111ITITITMBAIT-13-ITITIT2ITIT3IT4ITITITIT5ITIT6ITITIT7ITITITITIT8ITITITIT910ITITIT11ITITIT11,6[16]MBAIT-14-6ITFigure6riskanalysisinIToutsoucingIT1ITITITITIT-ITITITIT2ITITITSAPERPSAPSAPITITITITITITITITITMBAIT-15-ITITITIT(3)ITITITITITITITIT20072ITITIT(1)(2)(3)(4)(5)2457MBAIT-16-20077ITITFigure7risksurveiesinIToutsoucingITITITIT2.41989ITIBMDECBusinessland67ITLacityHirschheimITITIT(ServiceLevelAgreement)(SLA)MBAIT-17-SLA(TMF)SLASLA()[17]SLASLA()SLASLASLAITITITSLAITSLA(1)SLAITSLA(2)SLAIT(3)SLAITSLASLASLAITITSLAITITITITSLASLAMBAIT-18-SLASLA88SLAITFigure8servicetransfersinIToutsoucingSLA9(TMF701)20049SLAFigure9lifecycleofSLASLA(1)SLASLASLASLASLASLAITSLA(2)ITSLASLA(3)SLASLA(4)SLASLASLASLA···MBAIT-19-SLASLASLASLAITIT(5)SLASLASLASLASLASLASLAITSLA2.5SLASLA1998(FRF13)FRF13ITSLASLAVerizonBusinessAT&TSprintSprintSLASprintSprintSLA10MBAIT-20-Sprint10SprintSLAFigure10SLAwithinnetworkserviceofSprintSprintSLA100%99.9%Sprint1SprintSLA2Sprint0.3%3Sprint150%SLAITITSLAISP199733%SLA200280%SLA94%SLA84%SLASLASLASLASLAResponseNetworksVeriservInfoVistaCorInfoVistaSystemsMicromuseMBAI