20
ථ၌༶ၑኬሞ
21
Chapter 1
˸ಯˇʮ࿁Бਗཥ༑ٙτΌဲᅇf
νʦdΌଢɽ
ߒ
Ϟ
44
ᄂ˕Бਗཥ༑͍Դ͜d൴ཀ˰
ޢ
ɛɹᅰʘ̒f
20
εϋԸd
வಛཀ̘̥݊ఊॱԶਠุɛɻԴٙ͜ஷৃʈՈd್֢ᔷᜊ
މ
ၾऊ൬٫͛
ݺ
ࢹࢹ
ᗫeʔ̙
א
ॹٙਠۜf࿁Դ͜Бਗཥ༑ٙࠬᎈဲᅇd
ۆ
ʊٟึᄿ
ع
ટաϾऊථ
dɛ
ࡁ
Ϙʊҙাϋ࿁τΌٙဲᅇf
˚ٙБਗཥ༑dᜊϓʦ˚ε̌ঐٙБਗༀໄ{Ң
ࡁ
ତί࿁ՉႩٝ݊౽ᅆༀ
ໄdɓ
ࡈ
̙˸ༀආɹٙཥ໘d̴̙˸ਂٙԫઋdჃˢ͂ɓஷཥ༑
ࠅ
Ըεfீཀ
εٙழόdɰఱ݊ɽ
ה
ႩٝٙᏐ͜ό
Apps
d౽ᅆༀໄ̙˸͜Ը
ש
e
ෂᔊৃ
SMS
dீཀᑕࣣ
א
݊Չ˼໊ٟٙదᏐ͜όձʾ୨˂eِᇞɪ༷Ꮥe
Դ͜၇ၣ༩ਕd್ɰܼ̍ҁϓЫٙʈЪf༰ೌБਗཥ༑ٙࣛ˾dБਗༀໄ
пԴ͜٫һϞࣖଟ˲һՈ͛ପɢήʈЪdˈՉุ݊ਕʿਕ̮ාɛࡰա௰εfШ
Ң
ࡁ
ɰ̀ᐝ༆d࿁БਗༀໄٙԴ͜dତίʑආɝකٙච
ݬ
f
வ
০ࡈ
࿁Бਗஷৃ̹ఙʱ
೯ݴ
࢝ٙˢ༰dɰኬəҢ
ࡁ
εᗫථ၌༶ၑٙԫ
ઋf
ה
ፗᛠֻٝԸdϞࣛΫᚥཀ̘dٙᆽ̙˸ᏍпҢ
ࡁ
࿁͊ԸϞɓ
ࡈ
һλٙᝈᓃf
ऊ൬ථ{০࿁ӷɛԴ͜٫ٙථ၌ਕ
͟ၣყၣ༩ʊϓ̌Ҹ̕əҢ
ࡁ
͛
ݺ
ʕٙεᄴࠦdЪ
މ
ɓ
ࡈ
ၣ༩ٙӷɛԴ͜
٫
dҢ
ࡁ
ʊ୦࿕ίၣ༩ɪԮ͜εᅵʷٙе൬ਕfฤరˏᏗՑᇞɪᗘՊdᇜ፨
˪ٙόd
٫א
݊ᇜΐૄᗅdɗЇձʔሞჃ
ڐ
ٙʾீཀᑕࣣഃ໊ٟၣ༩
ڭ
ܵᑌ
ᖩഃdʔɓϾԑfவԬԶഗӷɛԴٙ͜ၣყၣ༩ਕdேԸІථ၌f
ɓছϾԊdவԬਕٙৌਕԸ๕ே݊ᄿѓdԶٙၣ༩ਕԨೌΥ
ߒ
່ਕd˲ස
Ϟ
੬ڢ
ˇඎٙ༟ৃτΌਕfνவᅵٙਕᅲࣛ
א
͑ɮήೌ
ج
Դ͜dᎷπίԟ
༁ٙӷɛ༟ࣘਗ਼ึ
ݴ
̰d͜˒ᛆूɰึቊաฦ̰f್ϾdʥϞɽඎவᗳۨٙऊ൬
٫
ਕdίΌ˰
ޢ
Ҟϓ
ڗ
iΝᅵٙd˼
ࡁ
ٙӷɛ͜˒ඎɰίܵᚃϓ
ڗ
f
Άุථ{০࿁ʕۨΆุ܄˒ٙථ၌ਕ
ОίΆุʕʈЪٙɛd̥
ࠅ
ঐႩॆᄲൖɓɨථ၌ਕdఱึ
ء
จՑථ၌༶ၑ
Ԩʔ݊Ό್ٙ௴อdί
ܘ
ε˙ࠦd̥ঐၑ݊ɓ၇อٙਠุᅼόf༶͜ථ၌ਕd
IT
༟
๕
ʔΎ̥ԟԬ൯ə
ܝ
̥ঐІʉԴٙ͜܄˒
ה
ᒅ൯iˀʘd
IT
ٙ༟๕Ъɓ၇ਕ
ٙ˙όdԶɽ՟͜f
Դ͜ථ၌ਕٙ܄˒d̙˸ᓖ୭၍ଣቷය༟ৃ߅Ҧٙ௦d˼
ࡁ
Դٙ͜ථ၌
ਕdఱ྅ί༁Դ͜ཥɢձІԸ˥ɓᅵd̙˸࣬ኽԴٙ͜ცӋ˹൬d͜εˇdఱ˹ε
ˇfϤɓᅼόdʊ
މ
Άุٙථ၌͜˒੭Ըəྼሯٙλஈfλஈܼ̍jΆุ͜˒̙˸
ίಂlz
ܔ
ிɓ
ࡈ
Ոᅁ˲Ϟ৷ϓ
ڗ
ਗঐٙਠุᐑྤdΝࣛঐ
ࡒ
ᚥྌ௰ቇϓ͉fί
ɓධ
2011
ϋආБٙሜ
ݟ
Ӻʕ೯ତdϞ
7
ϓ
5
֠͊Դ͜ථ၌ਕٙʮ̡ܸ̈dʔɮ
ܝ
ਗ਼Դ͜ථ၌ਕٙ˴
ࠅ
ࡡΪdܼ̍j
Դ͜ථ၌ʘ
ܝ
dཫಂϓ͉ึɨࠥf
Άุʔҳ༟ίਿᓾண݄ɪf
Άุც
ࠅ
ࡰʈঐ˸БਗༀໄήɪၣdԴ͜
IT
ਕf
̥ซ࣬ኽྼყԴ͜ඎ˹൬f
Ϟɓ̒ٙʮ̡
ڌۆ
ͪdਗ਼Դ͜ථ၌ਕٙࡡΪ
މ
j
ҎૐঐһҞήྼତ௴อf
IT
ʔ݊Άุٙࣨː੶ධdΆุ
ࠅ
ਗ਼
IT
։
̮f
ঐਗ਼φࢤࣛගٙӻ୕ঐ௰ቇʷf
Ҏૐᐵਖ਼ࣩࣛdҞᜫପۜනлɪ̹fШ̤ɓ˙ࠦԸd
ࡈ
ɛऊ൬ᗳۨ
ٙථ၌ਕdԨʔୌΥΆุٙᐄ༶ცӋf௰ᐲًٙ
ر
݊dᒔ̙ঐ࿁Άุிϓࠠɽ
ٙࠬᎈfΪϤd
މ
əࠥЭᐄ༶ࠬᎈdᖦ
ࠈ
Ϟ
ڭܛج
ღٙΥ
ߒ
νਕ˥ᙄ
Service
Level Agreement
d
SLA
d˸
ޢ
֛ਕ
ڭ
ᗇ݊
މ
ࠠ
ࠅ
ٙf࿁εᅰʮ̡ϾԊdΥ
ߒ
ʕ
ู̀ᇍ܄˒ίΥ
ߒ
Ցಂ
ܝ
dνО՟Ϋ˼
ࡁ
ٙ༟ࣘiΥ
ߒ
̀༱༟ࣘ˸ࡳ၇Җ