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Service Level Agreements in Municipal IT Dependability Management

In English

Författare

Summary, in English

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.

Publiceringsår

2013

Språk

Engelska

Publikation/Tidskrift/Serie

Proceedings of the Seventh IEEE International Conference on Research Challenges in Information Science (RCIS 2013)

Dokumenttyp

Konferensbidrag

Förlag

IEEE - Institute of Electrical and Electronics Engineers Inc.

Ämne

  • Computer Science

Nyckelord

  • IT management
  • Dependability
  • Service Level Agreement

Conference name

RCIS 2013

Conference date

2013-05-29

Status

Published

Projekt

  • FRIVA

ISBN/ISSN/Övrigt

  • ISSN: 2151-1349
  • ISBN: 978-1-4673-2914-9