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

Designing of a Quality Audit Methodology for IT Support Service : Development of a quality audit criteria

In today's business landscape, IT Support has become a key service due to the increasing prominence of information technology in companies. In addition, many companies decide to outsource their IT services, partly to ensure its quality. However, despite the implementation of contracts and Service Level Agreements between the parties, which formalise all the conditions for the successful delivery of this service, IT service quality is nevertheless not guaranteed. This thesis therefore focuses on monitoring the quality of a Service Desk through an audit methodology in order to increase its quality. Indeed, this thesis is a Design Science research based on a case study conducted within a company with the aim of developing a solution, based on an audit methodology, to measure the weak points of its IT support service in order to later elaborate an action plan to improve its quality. To this end, quantitative surveys among users and service providers were conducted in order to develop an audit criteria norm for the company under study. This research produced a number of key findings. Firstly, it was found that the main factors influencing service quality are behaviour of service providers, competence of service providers and the surrounding environment such as different management and communication tools. It was also determined that for this case study, a lack of quality results in a lack of communication between users and providers, long waiting times, as well as undelivered service. Furthermore, the audit methodology for the research was inspired by the ITIL best practice, and more specifically its section on Continuous Service Improvement. The final solution is represented in the form of an analysis grid with several checkpoints. In the case, these checkpoints are selected through the analysis of the questionnaires, representing the potential weak points of the support service to be monitored. These checkpoints are measured through indicators, and if they are confirmed to be below the threshold, recommendations for remedial action are proposed. Finally, this analysis grid was validated by the involved company and accepted for a test implementation. The aim is that this audit report will be reproduced on a regular basis and that the analysis grid will evolve as the IT Support Service improves

Cost-Optimal Service Selection Based on Incident Patterns - A Service Level Engineering Approach

The assessment of services\u27 adverse business impact is a prerequisite for the determination of cost-optimal service offers. We suggest service incident patterns as an advanced form of quality measures describing a service\u27s characteristic incident behavior. We show that the knowledge about service incident patterns and the business impact induced by service incidents is required to determine the total business costs a service induces and develop the method for Cost-Optimal Service Selection

Managing Networks and Services of the Future

Today, we see several emerging environments, with a large diversity of devices, networks, providers and service domains, characterized as the networks and services of the future. This special issue contains four papers on how to manage important topics of these environments: policy model to support ontology-driven reasoning for autonomic computing, SOA-based NGM management, metrics to distinguish application traffic, and SLA design and service provisioning for outsourced services.17416711