Outcome-driven Service Provider Performance under Conditions of Complexity and Uncertainty
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Authors
Buck, Kevin S.
Hanf, Diane P. M.
Subjects
Service-oriented Architecture (SOA)
Service-oriented Architecture (SOA), Return-on-Investment (ROI) Analysis, Service-level Agreements (SLAs)
Service-oriented Architecture (SOA), Return-on-Investment (ROI) Analysis, Service-level Agreements (SLAs)
Advisors
Date of Issue
2009-04-01
Date
01-Apr-09
Publisher
Language
Abstract
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.
Type
Report
Description
Proceedings Paper (for Acquisition Research Program)
Series/Report No
Department
Acquisition Management
Other Research Faculty
Identifiers
NPS Report Number
NPS-AM-09-031
Sponsors
Naval Postgraduate School Acquisition Research Program
Funding
Format
Citation
Distribution Statement
Approved for public release; distribution is unlimited.
Rights
This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.