Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia

Service Level Agreements (SLA) are contracts based on performance used in outsourcing facilities management as governance document. In contrast to previous research found SLA focused mostly on the field of information technology, this research focus on facility management to determine the service performance of the appointed contractor. The objectives of this research are to develop the fundamental elements of SLA, to evaluate the effect of these fundamental elements on service performance and lastly to establish the SLA model. Respondents in this study have been chosen among public university in Malaysia. Samples are taken from the university's property management office outsourcing contract to manage the university facility management. Questionnaires were sent to the officer who responsible for facility management outsourcing contract. Development of fundamental elements begin with the method of a systematic literature review and restructured by using Fuzzy Delphi to get expert consensus in building the fundamental elements of SLA. Four fundamental elements consist of the contract information, measurement of service performance, cost of the contract and lastly the terms and conditions of the agreement. In addition, there are ten service performance indicators comprises of customer satisfaction, cost effectiveness, action time period, response time period, reliability of service provided, environmental compliance, employee commitment, client relationship with service provider, health and safety of users and employees and the latter is the use of information technology. Data were analysed by employed Partial Least Square (PLS) Structural Equation Model (SEM) with software SmartPLS version 3.0. The result shows that SLA model developed two fundamental elements that have relationship with service performance namely measurement service performance and terms and conditions of agreement. This SLA model indicates that the measurement of service performance is very important to control and evaluate the performance of the services provided by the contractor. While the terms and conditions of the agreement is aimed to control a contractual governance that affects the performance of the service

Managed access dependability for critical services in wireless inter domain environment

The Information and Communications Technology (ICT) industry has through the last decades changed and still continues to affect the way people interact with each other and how they access and share information, services and applications in a global market characterized by constant change and evolution. For a networked and highly dynamic society, with consumers and market actors providing infrastructure, networks, services and applications, the mutual dependencies of failure free operations are getting more and more complex. Service Level Agreements (SLAs) between the various actors and users may be used to describe the offerings along with price schemes and promises regarding the delivered quality. However, there is no guarantee for failure free operations whatever efforts and means deployed. A system fails for a number of reasons, but automatic fault handling mechanisms and operational procedures may be used to decrease the probability for service interruptions. The global number of mobile broadband Internet subscriptions surpassed the number of broadband subscriptions over fixed technologies in 2010. The User Equipment (UE) has become a powerful device supporting a number of wireless access technologies and the always best connected opportunities have become a reality. Some services, e.g. health care, smart power grid control, surveillance/monitoring etc. called critical services in this thesis, put high requirements on service dependability. A definition of dependability is the ability to deliver services that can justifiably be trusted. For critical services, the access networks become crucial factors for achieving high dependability. A major challenge in a multi operator, multi technology wireless environment is the mobility of the user that necessitates handovers according to the physical movement. In this thesis it is proposed an approach for how to optimize the dependability for critical services in multi operator, multi technology wireless environment. This approach allows predicting the service availability and continuity at real-time. Predictions of the optimal service availability and continuity are considered crucial for critical services. To increase the dependability for critical services dual homing is proposed where the use of combinations of access points, possibly owned by different operators and using different technologies, are optimized for the specific location and movement of the user. A central part of the thesis is how to ensure the disjointedness of physical and logical resources so important for utilizing the dependability increase potential with dual homing. To address the interdependency issues between physical and logical resources, a study of Operations, Administrations, and Maintenance (OA&M) processes related to the access network of a commercial Global System for Mobile Communications (GSM)/Universal Mobile Telecommunications System (UMTS) operator was performed. The insight obtained by the study provided valuable information of the inter woven dependencies between different actors in the delivery chain of services. Based on the insight gained from the study of OA&M processes a technological neutral information model of physical and logical resources in the access networks is proposed. The model is used for service availability and continuity prediction and to unveil interdependencies between resources for the infrastructure. The model is proposed as an extension of the Media Independent Handover (MIH) framework. A field trial in a commercial network was conducted to verify the feasibility in retrieving the model related information from the operators' Operational Support Systems (OSSs) and to emulate the extension and usage of the MIH framework. In the thesis it is proposed how measurement reports from UE and signaling in networks are used to define virtual cells as part of the proposed extension of the MIH framework. Virtual cells are limited geographical areas where the radio conditions are homogeneous. Virtual cells have radio coverage from a number of access points. A Markovian model is proposed for prediction of the service continuity of a dual homed critical service, where both the infrastructure and radio links are considered. A dependability gain is obtained by choosing a global optimal sequence of access points. Great emphasizes have been on developing computational e cient techniques and near-optimal solutions considered important for being able to predict service continuity at real-time for critical services. The proposed techniques to obtain the global optimal sequence of access points may be used by handover and multi homing mechanisms/protocols for timely handover decisions and access point selections. With the proposed extension of the MIH framework a global optimal sequence of access points providing the highest reliability may be predicted at real-time

A model for the development of service agreements in the Information and Communication Technology sector

SAs are documents that specify the business relationship between stakeholders to an outsourcing agreement. SAs specify this relationship in a legally binding manner that assists in managing expectations of the stakeholders about the service provision. According to Verma (1999), an SA is a precise statement of the expectations and obligations that exist in a business relationship between two organisation: the service provider and the client. In order for organizations to have successful outsourcing partnerships, they need well crafted methods of developing Service Agreements (SAs). Successful methods will produce a conclusive contract that will act as a working document that details the spirit of cooperation between the service provider and the service recipient. This research investigates the development of SAs in the Information and Communication Technology (ICT) sector, and proposes a model for their development. A number of models for SA development have been analysed. Models are analysed from leading researchers in the area, from software houses such as Microsoft and from international standards organisations such as the BS15000 which stipulates the ITIL framework. Eight development principles are identified and explored. An investigation into SAs and their development is conducted. A model is proposed that is composed of the development principles. The development of SAs was explored in an empirical study by means of a survey administered to industry practitioners and a series of interviews with managers in the ICT industry. The results of the study indicate varying levels of support for the development principles and limited relationship between the development principles and the success of the SA, as defined by the number of changes made to the SA after it is completed

An investigation of a framework for the implementation of service management in the information and communication technology sector

Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT sector is a comprehensive process that extends beyond the development of Service Agreements (SAs). A number of identifiable steps constitute the progressive implementation of a managed services environment, the key components of which are a readiness to provide services, the accurate elicitation, management and satisfying of client requirements and the continual improvements to the business relationship. Unfortunately, a number of SM initiatives fail. These failures can be attributed to a lack of SM understanding, the absence of a fully implemented SM strategy, poor communication and people issues. This research describes an investigation of SM implementation. A number of recognised frameworks are explored and critically analysed. The common strengths of these frameworks and the results of an exploratory pilot study are used to construct an SM implementation framework. This framework is then tested empirically by means of an online survey, and revised in the light of the results of this survey. The framework comprises two distinct phases, namely a Foundation phase and a Managed Services phase. The Foundation phase comprises 8 critical preparatory activities that take a service provider to state of readiness to provide and manage ICT services. The Managed Services phase comprises 5 key cyclical steps for the management of ICT services, including Planning, Analysis, Design, Implementation and Review