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

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        Author
        Buck, Kevin S.
        Hanf, Diane P. M.
        Date
        2009-04-01
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        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.
        Description
        Proceedings Paper (for Acquisition Research Program)
         
         
        Approved for public release; distribution unlimited.
         
        URI
        http://hdl.handle.net/10945/33380
        NPS Report Number
        NPS-AM-09-031
        Collections
        • Acquisition Management (NPS-AM)
        • Acquisition Research Symposium
        • All Technical Reports Collection

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