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<P><!--StartFragment--> <A name="[문서의 처음]"></A></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">SLM의 목적 (A-M-R-I)</SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 현재의 서비스 수준을 Agreeing, Monitoring, Reporting, Improving 하는 </SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> 연속적 cycle을 통해 서비스의 품질을 유지하고 개선하는 것.</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"><BR></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLA의 기본</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - SLA (Service Level Agreement) : 고객과 IT 서비스 제공자간의 합의된 서비스 수준을 정의한 문서.</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - UC (Underpinning Contract) : IT서비스 공급을 위하여, 외부공급자와 계약을 체결하는 문서</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - OLA (Operational Level Agreement) : IT 서비스 제공자가 내부 조직으로부터 제공되는 다른 서비스에 대하여, 체결하는 계약문서(합의서), Service Provisioning Agreement라고도 함.</SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"><BR></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLA의 구조</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - Customer Based, Service Based, Multi-level SLA 3가지 구조</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> </SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLM의 Activity (I-D-N-M-R-R)</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - Identifying --> Defining --> Negotiating --> Monitoring --> Reporting --> Reviewing </SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"><BR></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLM과 Service Support, Service Delivery 프로세스</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 가장 핵심된 Service Delivery 프로세스</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - Service Support 프로세스 --> SLM : 고객이 수용할 수 있는 서비스 수준에 대한 정보 제공</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - Service Delivery 프로세스 --> SLM : 실제수준 또는 신규/변경서비스의 영향력 관련 정보 제공</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"><BR></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLM의 주요 책임</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - Service Catalogue의 생성 및 유지보수</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - SLM구조의 공식화, 합의 및 유지보수</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 고객과의 SLA협상, 합의 및 유지보수</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 내부 서비스 공급자와의 OLA 협상, 합의 및 유지보수</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"><BR></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify">● SLM의 기대효과</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 서비스 공급의 품질개선</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - IT서비스를 통한 비즈니스 요구사항을 달성 </SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN></P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - 고객 및 Vendor 만족을 통한 관계 개선</SPAN><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"></SPAN> </P>
<P style="FONT-SIZE: 11pt; MARGIN: 0px; COLOR: #000000; TEXT-INDENT: 0px; LINE-HEIGHT: 160%; FONT-FAMILY: '맑은 고딕'; TEXT-ALIGN: justify"><SPAN style="FONT-SIZE: 11pt; COLOR: #000000; LINE-HEIGHT: 23px; FONT-FAMILY: '맑은 고딕'; LETTER-SPACING: 0px; TEXT-ALIGN: justify"> - IT 및 비즈니스에서의 R&R 명확화</SPAN> </P>
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