Service-Level Agreement Management with Blockchain-based Smart Contract to Improve the Quality of IT Service Management.

Abstract

Information Technology Service Management is managing information technology services that focus on customer satisfaction and ensure meeting Service Level Agreements (SLA). The organization used in this study is a university, and there are service providers, namely the information technology directorate center, and the service users are several sections in the university. SLA management is currently conducted by emailing SLA documents to each section. The current SLA management is challenging to manage contract recording because documents are in separate emails, and there needs to be a monitoring process for SLA. This study proposes a service-level agreement management system using blockchain-based smart contracts and uses a private blockchain network for implementing smart contracts. The results of this study show the process of managing SLA using a smart contract in a more structured to improve the quality of IT service management.