Outcome-Driven Service Provider Performance under Conditions of Complexity and Uncertainty, Defense Acquisition in Transition, Volume 2, 13-14 May 2009.

Abstract

While Service-oriented Architecture (SOA)1 can help organizations share resources and leverage economies-of-scale, it can increase acquisition complexity (e.g., multiple new/different relationships to manage) and uncertainty (e.g., nature/magnitude of future service demands). Given this additional complexity and uncertainty, MITRE developed a performance management framework to help Government organizations measurably �� Articulate SOA outcomes and identify outcome drivers �� Define SOA technical and acquisition performance metrics through the application of Return-on-Investment (ROI) principles and monitor performance as a comparison of current delivery to initial ROI expectations; Translate SOA objectives into contractor performance management mechanisms. 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.

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Document Details

Document Type
Technical Report
Publication Date
Apr 22, 2009
Accession Number
ADA527433

Entities

People

  • Diane P. Hanf
  • Kevin S. Buck

Organizations

  • Naval Postgraduate School

Tags

Communities of Interest

  • Human Systems

DTIC Thesaurus Topics

  • Acquisition
  • Agreements
  • Business Administration
  • Contractors
  • Contracts
  • Government Procurement
  • Governments
  • Information Systems
  • Investments
  • Logistics
  • Management Personnel
  • Organizational Structure
  • Personnel Management
  • Risk Analysis
  • Service Oriented Architecture
  • Test And Evaluation
  • Web Service

Readers

  • Defense Financial Management and Audit.
  • Materials Science.
  • Systems Analysis and Design