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Integrating SLAs into IT risk management in public service organizations

Li Helgesson, Yeni LU (2009) 2009 IEEE Asia-Pacific Services Computing Conference( IEEE APSCC 2009) p.115-121
Abstract
Risk management is an important process for public service organizations to maintain a high quality of service. However, many organizations are not satisfied with the result from risk handling. This paper proposes changes to a risk management model by integrating service level agreements into it. This makes responsibilities more clear to all parties involved in risk management. This paper also introduces a method to represent relations between risks and services and between services and activities. This method improves forward and backward traceability. It helps to assess the result of risk management by assessing the fulfillment of services. An example is given to illustrate the use of this model and the benefits from the trace mechanism.
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Chapter in Book/Report/Conference proceeding
publication status
published
subject
keywords
risk management, public service organizations, service level agreement(SLA)
host publication
2009 IEEE Asia-Pacific Services Computing Conference (Apscc 2009)
pages
115 - 121
publisher
IEEE - Institute of Electrical and Electronics Engineers Inc.
conference name
2009 IEEE Asia-Pacific Services Computing Conference( IEEE APSCC 2009)
conference dates
0001-01-02
external identifiers
  • wos:000290243800019
  • scopus:77949574924
ISBN
978-1-4244-5338-2
project
FRIVA
language
English
LU publication?
yes
id
4d26ea88-53a4-4486-8b91-6824af3dcc5c (old id 1485568)
date added to LUP
2016-04-04 10:24:33
date last changed
2022-01-29 20:15:24
@inproceedings{4d26ea88-53a4-4486-8b91-6824af3dcc5c,
  abstract     = {{Risk management is an important process for public service organizations to maintain a high quality of service. However, many organizations are not satisfied with the result from risk handling. This paper proposes changes to a risk management model by integrating service level agreements into it. This makes responsibilities more clear to all parties involved in risk management. This paper also introduces a method to represent relations between risks and services and between services and activities. This method improves forward and backward traceability. It helps to assess the result of risk management by assessing the fulfillment of services. An example is given to illustrate the use of this model and the benefits from the trace mechanism.}},
  author       = {{Li Helgesson, Yeni}},
  booktitle    = {{2009 IEEE Asia-Pacific Services Computing Conference (Apscc 2009)}},
  isbn         = {{978-1-4244-5338-2}},
  keywords     = {{risk management; public service organizations; service level agreement(SLA)}},
  language     = {{eng}},
  pages        = {{115--121}},
  publisher    = {{IEEE - Institute of Electrical and Electronics Engineers Inc.}},
  title        = {{Integrating SLAs into IT risk management in public service organizations}},
  year         = {{2009}},
}