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Service Level Agreements in Municipal IT Dependability Management

På svenska

Author

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.

Publishing year

2013

Language

English

Publication/Series

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

Document type

Conference paper

Publisher

IEEE - Institute of Electrical and Electronics Engineers Inc.

Topic

  • Computer Science

Keywords

  • IT management
  • Dependability
  • Service Level Agreement

Conference name

RCIS 2013

Conference date

2013-05-29

Status

Published

Project

  • FRIVA

ISBN/ISSN/Other

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