Research on architecture of Business Service Management System and Service Level Agreement

Nowadays, quality of IT operation has become a key factor which limits business process in enterprises and office efficiency in government. This thesis will first introduce traditional models of IT operation, point out problems in them. Then we propose architecture of a new model of IT operation: Business Service Management System, which is based on the idea of IT service. At last, the building and practice of Service Level Agreement in the architecture will be elaborated in details.