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首页> 外文会议>Americas conference on information systems;AMCIS 2005 >Evaluating Alternative Service Delivery Models and theRole of Performance Measurement in Defining ServiceLevel Agreements for IT Infrastructure Services
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Evaluating Alternative Service Delivery Models and theRole of Performance Measurement in Defining ServiceLevel Agreements for IT Infrastructure Services

机译：评估替代服务交付模型和性能度量在定义IT基础结构服务的服务级别协议中的作用

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摘要

As more and more organizations adopt a services-orientation towards maintaining and managing their informationtechnology (IT) infrastructure, IT service management emerge as an area of immense academic and practitioner interest.Service orientation to IT makes it imperative that some standard guidelines are developed to provide insights towardsdifferent forms of service design and delivery, contract structure, performance metrics, and their inter-relationships. In thiscontext, this dissertation aims to address issues arising from demand heterogeneity and service interactions in provisioning ITinfrastructure services. Demand heterogeneity refers to the fact that requests for the same service may have varying levels ofsignificance across users and user groups. Service interaction arises due to the interdependence of different componentsincluded in a service package. Demand variation impacts the resource allocation and subsequent pricing decisions of theprovider; whereas service interaction results in correlated performance measures, making performance evaluation difficult. Adynamic price-penalty scheme is proposed as an alternative to the traditional fixed-price service models as a response todemand variance. The second phase of the research aims to investigate the nature of the relationship between differentincentive designs and performance measures, and their impact on provider’s effort allocation and customer’s use ofperformance measures.
机译：随着越来越多的组织采用面向服务的方式来维护和管理其信息技术（IT）基础架构，IT服务管理已成为学术界和从业者极大兴趣的领域。面向IT的服务使得必须开发一些标准指南来提供对不同形式的服务设计和交付，合同结构，绩效指标及其相互关系的见解。在此背景下，本论文旨在解决在提供IT基础架构服务时需求异质性和服务交互所引起的问题。需求异质性是指以下事实：对同一服务的请求在用户和用户组之间可能具有不同级别的重要性。服务交互是由于服务包中包含的不同组件的相互依赖性而产生的。需求变化会影响供应商的资源分配和后续定价决策；服务交互会导致相关的绩效指标，使绩效评估变得困难。提出了一种动态价格惩罚方案作为对需求方差的响应，作为传统固定价格服务模型的替代方案。研究的第二阶段旨在调查不同激励设计和绩效指标之间关系的性质，以及它们对提供商的工作分配和客户对绩效指标的使用的影响。

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  • 会议地点 Omaha, NE(US);Omaha, NE(US)
  • 作者

    Sagnika Sen;

  • 作者单位

    Department of Information SystemsW. P. Carey School of BuisnessArizona State Universitysagnika.sen@asu.edu;

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