Abstract
New business models have arisen like as Application Service Provision (ASP) Services and Full Outsourcing Services which they provide not only IT products and IT system integration service but also IT system operations. Corresponding to this situation, the industry gets great concern about Service Level Agreements (SLA) which define service metrics and guarantee levels of those services. Service Level Management (SLM) is a management process and it enables to realize required service level in a reasonable cost. However it seems that most people don't recognize the importance of SLM though they have much interest in SLA. And hence systematic and organized introduction of SLM is behind. In this situation, Hitachi developed integrated management process including SLM process and set it as "Full Outsourcing Management Standard". In the present paper, introduce an outline of "Full Outsourcing Management Standard" and practice with making good use of KAIZEN experience in Hitachi.
