Service Level Agreements in Municipal IT Dependability Management
(2013) RCIS 2013- Abstract
- Abstract—Service Level Agreements (SLA) are considered a good practice not only for IT outsourcing but also for IT management within an organisation. In this paper we study the usage of SLAs in municipal IT management. Municipal IT management traditionally involves a large organisation, often with a low IT maturity, but with high requirements on software quality and information security. In this study, a series of interviews was conducted with IT managers from a number of Swedish municipalities which shows a need for more support for municipalities trying to write and improve their SLAs. Based on a number of SLAs collected, this study proposes a specific SLA template for municipal IT management that focuses especially on
... (More) - Abstract—Service Level Agreements (SLA) are considered a good practice not only for IT outsourcing but also for IT management within an organisation. In this paper we study the usage of SLAs in municipal IT management. Municipal IT management traditionally involves a large organisation, often with a low IT maturity, but with high requirements on software quality and information security. In this study, a series of interviews was conducted with IT managers from a number of Swedish municipalities which shows a need for more support for municipalities trying to write and improve their SLAs. Based on a number of SLAs collected, this study proposes a specific SLA template for municipal IT management that focuses especially on
information security issues. In a final step, the proposed template was evaluated in a focus group meeting with practitioners from Swedish municipalities. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/3730983
- author
- Weyns, Kim LU and Höst, Martin LU
- organization
- publishing date
- 2013
- type
- Chapter in Book/Report/Conference proceeding
- publication status
- published
- subject
- keywords
- IT management, Dependability, Service Level Agreement
- host publication
- Proceedings of the Seventh IEEE International Conference on Research Challenges in Information Science (RCIS 2013)
- pages
- 9 pages
- publisher
- IEEE - Institute of Electrical and Electronics Engineers Inc.
- conference name
- RCIS 2013
- conference dates
- 2013-05-29
- external identifiers
-
- wos:000345780300045
- scopus:84884157545
- ISSN
- 2151-1349
- ISBN
- 978-1-4673-2914-9
- project
- FRIVA
- language
- English
- LU publication?
- yes
- id
- 3b3ae5a8-03f4-4d17-855a-8607b2e254eb (old id 3730983)
- date added to LUP
- 2016-04-01 14:06:13
- date last changed
- 2022-05-19 22:44:20
@inproceedings{3b3ae5a8-03f4-4d17-855a-8607b2e254eb, abstract = {{Abstract—Service Level Agreements (SLA) are considered a good practice not only for IT outsourcing but also for IT management within an organisation. In this paper we study the usage of SLAs in municipal IT management. Municipal IT management traditionally involves a large organisation, often with a low IT maturity, but with high requirements on software quality and information security. In this study, a series of interviews was conducted with IT managers from a number of Swedish municipalities which shows a need for more support for municipalities trying to write and improve their SLAs. Based on a number of SLAs collected, this study proposes a specific SLA template for municipal IT management that focuses especially on<br/><br> information security issues. In a final step, the proposed template was evaluated in a focus group meeting with practitioners from Swedish municipalities.}}, author = {{Weyns, Kim and Höst, Martin}}, booktitle = {{Proceedings of the Seventh IEEE International Conference on Research Challenges in Information Science (RCIS 2013)}}, isbn = {{978-1-4673-2914-9}}, issn = {{2151-1349}}, keywords = {{IT management; Dependability; Service Level Agreement}}, language = {{eng}}, publisher = {{IEEE - Institute of Electrical and Electronics Engineers Inc.}}, title = {{Service Level Agreements in Municipal IT Dependability Management}}, url = {{https://lup.lub.lu.se/search/files/3783424/3730986.pdf}}, year = {{2013}}, }