Parameter Penakrifan Perjanjian Tahap Perkhidmatan bagi Penggubalan Draf Kontrak Sistem Maklumat Sektor Awam
Service Level Agreement Parameters for Drafting Public Sector Information System Contract

Bahagian Pengurusan Maklumat
Kementerian Pendidikan Malaysia
Aras 3 & 4, Blok E11, Kompleks E
Pusat Pentadbiran Kerajaan Persekutuan
62604 Putrajaya, MALAYSIA.

mazriyah.wahab@moe.gov.my

Fakulti Teknologi dan Sains Maklumat
Universiti Kebangsaan Malaysia
43600 UKM Bangi, Selangor, MALAYSIA.

dian@ukm.edu.my

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.

Keywords

information systems contract; public sector; Service level agreement parameters
https://doi.org/10.17576/pengurusan-2018-52-13

Citation

Abdul Wahab, M., & Jambari, D. I. (2018). Parameter Penakrifan Perjanjian Tahap Perkhidmatan bagi Penggubalan Draf Kontrak Sistem Maklumat Sektor Awam. Jurnal Pengurusan, 52, 153–167. https://doi.org/10.17576/pengurusan-2018-52-13

@article{wahab2018parameter,
  title={Parameter Penakrifan Perjanjian Tahap Perkhidmatan bagi Penggubalan Draf Kontrak Sistem Maklumat Sektor Awam},
  author={Abdul Wahab, Mazriyah and Jambari, Dian Indrayani},
  journal={Jurnal Pengurusan},
 

volume={52},
  number={},
  pages={153—167},
  year={2018},
  doi={https://doi.org/10.17576/pengurusan-2018-52-13},
  publisher={Penerbit UKM},
}

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52 (2018) 153 – 167

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