A vector-based, content-analytic methodology for comparing negotiated it service level agreements

Daniel S. Soper, Kenneth Goul, Haluk Demirkan, Eileen Aranda, Luis Aranda

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Scopus citations

Abstract

Growth in the outsourcing of IT services has led many organizations to enter into negotiated contractual agreements with both internal and external service providers known as information technology service level agreements (IT SLAs). To further empirical research into IT SLAs, we present a methodological approach based on the theory of conceptual spaces that allows the content of these negotiated agreements to be analyzed and compared geometrically using vector representation. The outcome of such an analysis is a set of distance measures by which defensible statements regarding the similarity of IT SLAs can be made. We also discuss how the comparisons provide insights for IT SLA negotiation researchers that go beyond alternate empirical and analytic methods. The implications of these comparisons are discussed with a specific focus on research methods that can foster cumulative empirical investigation of IT SLA negotiation support system requirements.

Original languageEnglish (US)
Title of host publicationAssociation for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005
Subtitle of host publicationA Conference on a Human Scale
Pages2903-2910
Number of pages8
StatePublished - Dec 1 2005
Event11th Americas Conference on Information Systems, AMCIS 2005 - Omaha, NE, United States
Duration: Aug 11 2005Aug 15 2005

Publication series

NameAssociation for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale
Volume6

Other

Other11th Americas Conference on Information Systems, AMCIS 2005
CountryUnited States
CityOmaha, NE
Period8/11/058/15/05

Keywords

  • Conceptual spaces
  • Negotiation support
  • Outsourcing
  • Service level agreements

ASJC Scopus subject areas

  • Computer Science Applications
  • Computer Networks and Communications
  • Information Systems
  • Library and Information Sciences

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    Soper, D. S., Goul, K., Demirkan, H., Aranda, E., & Aranda, L. (2005). A vector-based, content-analytic methodology for comparing negotiated it service level agreements. In Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale (pp. 2903-2910). (Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale; Vol. 6).