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Service Level Agreements in Municipal IT Dependability Management

Weyns, Kim LU and Höst, Martin LU (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:
author
organization
publishing date
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 location
Paris
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
2013-09-02 12:25:32
date last changed
2019-02-20 06:17:03
@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},
  isbn         = {978-1-4673-2914-9},
  issn         = {2151-1349},
  keyword      = {IT management,Dependability,Service Level Agreement},
  language     = {eng},
  location     = {Paris},
  pages        = {9},
  publisher    = {IEEE--Institute of Electrical and Electronics Engineers Inc.},
  title        = {Service Level Agreements in Municipal IT Dependability Management},
  year         = {2013},
}