A framework and tool to manage Cloud Computing service quality

Cloud Computing has generated considerable interest in both companies specialized in Information and Communication Technology and business context in general. The Sourcing Capability Maturity Model for service (e-SCM) is a capability model for offshore outsourcing services between clients and providers that offers appropriate strategies to enhance Cloud Computing implementation. It intends to achieve the required quality of service and develop an effective working relationship between clients and providers. Moreover, quality evaluation framework is a framework to control the quality of any product and/or process. It offers a tool support that can generate software artifacts to manage any type of product and service efficiently and effectively. Thus, the aim of this paper was to make this framework and tool support available to manage Cloud Computing service quality between clients and providers by means of e-SCM.Ministerio de Ciencia e Innovación TIN2013-46928-C3-3-RJunta de Andalucía TIC-578

An ethnographic study of the enactment of service level agreements in complex IT-intensive business-to-business services.

Service level agreements (SLAs) for complex IT-intensive business-to-business (CITI-B2B) services are high-level representations of services to be enacted, with predominantly quantifiable performance targets. Inevitably, there is a gap between this representation and the nuanced practices of enactment adapting to emergent conditions over time. Overarching terms in the master agreement anticipate this gap; however, the nature of the practices that manage that gap is not well understood. This study aims to develop a deeper understanding of these everyday practices to identify potential areas for improving value realisation in SLA enactment. We conducted a long-term ethnographic study of the enactment of an SLA by a global IT provider and global financial services company, framed by relational theory of contract. Our analysis showed the gap was bridged by a cycle of enactment in which emergent conditions triggered relational interactions among participants, culminating in decisions to adapt the terms of the SLA in pursuit of value realisation. Further, our analysis showed that this cycle is enabled by informal mechanisms of learning, negotiating, and adapting that we conceptualise as relational capability, which is amenable to representation, refinement, innovation, and capability development. Exploiting this capability and as well as the information produced during the cycle of enactment could inform SLA design and enable the transformation of SLAs as evolving learning instruments

Aligning Acquisition Practice with Net-centricity Policy

Proceedings Paper (for Acquisition Research Program)Governance is widely viewed in the SOA literature as essential to successful SOA deployments. That literature generally draws little distinction between in-house projects and those carried out by contractors. Because the relationship with contractors is negotiated and managed by the acquisition unit, this paper finds it essential that acquisition integrate the decisions of governance both into solicitation documents and the resulting contracts for outsourced development or operations. It identifies what should be in a model SOA contract, paying particular attention to specifying, monitoring, and enforcing service-level agreements and alternative dispute resolution.Naval Postgraduate School Acquisition Research ProgramApproved for public release; distribution is unlimited

Outcome-driven Service Provider Performance under Conditions of Complexity and Uncertainty

Proceedings Paper (for Acquisition Research Program)This paper describes applying ROI analysis principles for SOA performance management, creating Service-level Agreements (SLAs) to articulate agreements between the Government and external service providers, and managing SLAs through a governance framework (Hanf & Buck, 2009, March). This white paper highlights key findings of research undertaken by The MITRE Corporation (MITRE) and the resulting recommendations for (1) applying Return-on-Investment (ROI) analysis principles as the foundation for more effective performance management of Government Service-oriented Architecture (SOA), (2) creating comprehensive Service-level Agreements (SLAs) to articulate agreements between the Government and external service providers, and (3) managing SLAs through a governance framework (Oakley-Bogdewic & Buck, 2009; Hanf & Buck, 2009, March 25). As illustrated in Figure 1, MITRE''s recommendations address the additional managerial complexity and uncertainty that SOA objectives and proposed solutions often create.Naval Postgraduate School Acquisition Research ProgramApproved for public release; distribution is unlimited

Service Management in Operations

In recent years, the growth in popularity of frameworks such as the IT Information Library (ITIL®), the Control Objectives for Information and Technology (COBIT), and the Capability Maturity Model Integrated (CMMI) have caused IT organizations to begin to develop specific service processes for their organizations. This research surveys IT managers on their understanding and practice of service management in IT operations. The results found significant conceptual confusion across the several IT service management models, indicating a need for better definitions, clearer terminology, and broader dissemination of framework information

Problem-formulation in a South African organization. Executive summary

Complex Problem Solving is an area of cognitive science that has received a good amount of attention, but theories in the field have not progressed accordingly. In general, research of problem solving has focussed on identifying preferable methods rather than on what happens when human beings confront problems in an organizational context Queseda, Kirtsch and Gomez (2005) Existing literature recognises that most organizational problems are ill-defined. Some problems can become well-defined whereas others are and remain ill-structured. For problems that can become well-defined, failure to pay attention to the area of problem definition has the potential to jeopardise the effectiveness of problem-formulation and thus the entire problem solving activity. Problem defining, a fundamental part of the problem-formulation process, is seen as the best defence against a Type III Error (trying to solve the wrong problem). Existing literature addresses possible processes for problem-formulation and recognises the importance of applying problem domain knowledge within them. However, inadequate attention is given to the possible circumstances that, within an organization, the participants do not know enough about the problem domain and do not recognise the importance of applying adequate problem domain knowledge or experience to the problem-formulation process. A case study is conducted into exactly these circumstances as they occurred and were successfully addressed within Eskom Holdings Ltd (Eskom), the national electricity utility in South Africa. The case study is a fundamental part of this research project, which explores the gap in the existing body of knowledge related to the circumstances described above and specifically to problems that can become well-defined, and provides the basis for the innovation developed herein that addresses that gap

Management of Information Technology Outsourcing Relationships: The Role of Service Level Agreements

Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-structured SLA in managing IT outsourcing relationship are significant. This paper also provides insight into the development of relational governance through a contractual mechanism over the entire course of an outsourcing engagement. Suggestions for appropriate SLA elements are also developed