Υπηρεσίες υποστήριξης & συντήρησης πληροφοριακών συστημάτων : θεσμικό & ρυθμιστικό πλαίσιο, συμβάσεις επιπέδου υπηρεσιών (Service Level Agreements - SLAs)
SubjectΠληροφοριακά συστήματα -- Διοίκηση και οργάνωση ; Πληροφοριακά συστήματα διοίκησης -- Ποιοτικός έλεγχος ; Service-level agreements ; Information technology -- Management
The aim of this work is to study the framework in which the Maintenance and Support of Information Systems take place. In order for an Information System (IS) to accomplish the scope of its creation, it is imperative that it be continuously adjusted to new technologies during its life circle and smoothly operate all its components for the timely achievement of prospective results. This work includes the Institutional and Regulatory framework of Maintenance and Support services, the various categories of Services Level Agreements that are to occur, as well as the basic principles ruling a Service Level Agreement (SLA), followed by the crucial terms that will provide the flexibility and assurance for the proper maintenance of an Information System. Furthermore, taking into consideration a Case Study results, a Plan has been drawn up including guidance and references for the completion of an SLA. The continuous evolution of the Information Technology from the centralized Information Systems to the services provision towards users, followed by the simultaneous conversion to Outsourcing Services and Clouding, make the compilation of specific SLA as a key factor in achieving the goals of an Organization or an Enterprise.