Integrating SLAs into IT risk management in public service organizations

Yeni Li Helgesson

Research output: Chapter in Book/Report/Conference proceedingPaper in conference proceedingpeer-review

Abstract

Risk management is an important process for public service organizations to maintain a high quality of service. However, many organizations are not satisfied with the result from risk handling. This paper proposes changes to a risk management model by integrating service level agreements into it. This makes responsibilities more clear to all parties involved in risk management. This paper also introduces a method to represent relations between risks and services and between services and activities. This method improves forward and backward traceability. It helps to assess the result of risk management by assessing the fulfillment of services. An example is given to illustrate the use of this model and the benefits from the trace mechanism.
Original languageEnglish
Title of host publication2009 IEEE Asia-Pacific Services Computing Conference (Apscc 2009)
PublisherIEEE - Institute of Electrical and Electronics Engineers Inc.
Pages115-121
ISBN (Print)978-1-4244-5338-2
Publication statusPublished - 2009
Event2009 IEEE Asia-Pacific Services Computing Conference( IEEE APSCC 2009) - Biopolis Singpore
Duration: 0001 Jan 2 → …

Conference

Conference2009 IEEE Asia-Pacific Services Computing Conference( IEEE APSCC 2009)
Period0001/01/02 → …

Subject classification (UKÄ)

  • Computer Science

Free keywords

  • risk management
  • public service organizations
  • service level agreement(SLA)

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