Parameter Penakrifan Perjanjian Tahap Perkhidmatan bagi Penggubalan Draf Kontrak Sistem Maklumat Sektor Awam

Translated title of the contribution: Service level agreement parameters for drafting public sector information system contract

Mazriyah Abdul Wahab, Dian Indrayani Ambari

Research output: Contribution to journalArticle

Abstract

The success of an outsourced project is determined by the effectiveness of its contract management. The Malaysian Auditor General's Report 2016 and 2017 have highlighted that there are weaknesses in the management and enforcement of the Information Systems (IS) contract in public sector. One of the issues reported is the incomprehensive definition of the Service Level Agreement (SLA) due to the minimal emphasis to include service receivers perspective in defining the agreement. Hence, this study attempts to identify the parameters required to properly define the SLA for public sector IS. A qualitative case study of a public sector agency that utilises IS outsourcing contract to support its core business is applied. 28 parameters have been idenitified to define the SLA which are classified into seven categories according to three dimensions. The finding of this study is expected to benefit the public sector in defining the SLA parameters for drafting a comprehensive IS contract.

Original languageMalay
JournalJurnal Pengurusan
Volume52
Publication statusPublished - 1 Jun 2018

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Drafting
Service level agreement
Public sector
Information systems
Auditors
Information systems outsourcing
Contract management
Enforcement

ASJC Scopus subject areas

  • Business and International Management
  • Accounting
  • Business, Management and Accounting (miscellaneous)

Cite this

Parameter Penakrifan Perjanjian Tahap Perkhidmatan bagi Penggubalan Draf Kontrak Sistem Maklumat Sektor Awam. / Wahab, Mazriyah Abdul; Ambari, Dian Indrayani.

In: Jurnal Pengurusan, Vol. 52, 01.06.2018.

Research output: Contribution to journalArticle

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