Service obligations management in IT outsourcing

Liang Liu; Hui Lei; Dongjun Lan; Raymond E. Rose; J. S. Seymour; Murthy V. Devarakonda

doi:10.1109/ICEBE.2007.16

Service obligations management in IT outsourcing

Liang Liu, Hui Lei, Dongjun Lan, Raymond E. Rose, J. S. Seymour, Murthy V. Devarakonda

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

1 Scopus citations

Abstract

In outsourcing, service obligations broadly refer to the duties and responsibilities of the service provider related to the provision of services. It is critical that the provider clearly understands and properly implements its complete service obligations to the client. The BlueMoon project in IBM develops a novel approach to service obligations management in the context of IT outsourcing. BlueMoon conceptualizes different kinds of service obligations through a formal obligations model. It provides an overarching obligations configurator tool for gathering and validating obligation requirements throughout the outsourcing lifecycle. It further facilitates the implementation of service obligations by automatically binding them to the IT architecture planning and provisioning process and to their uses in various service documents. Work is under way to monitor service delivery operations and verify obligations compliance. Addressing a key challenge in IT outsourcing, BlueMoon promises to significantly improve the client's satisfaction, the health of the outsourcing account, and the provider's bottom line.

Original language	English (US)
Title of host publication	Proceedings - ICEBE 2007
Subtitle of host publication	IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007
Pages	421-426
Number of pages	6
DOIs	https://doi.org/10.1109/ICEBE.2007.16
State	Published - 2007
Externally published	Yes
Event	ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007 - Hong Kong, China Duration: Oct 24 2007 → Oct 26 2007

Publication series

Name	Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007

Other

Other	ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007
Country/Territory	China
City	Hong Kong
Period	10/24/07 → 10/26/07

ASJC Scopus subject areas

Computer Science Applications
Hardware and Architecture
Control and Systems Engineering
Electrical and Electronic Engineering

Access to Document

10.1109/ICEBE.2007.16

Cite this

Liu, L., Lei, H., Lan, D., Rose, R. E., Seymour, J. S., & Devarakonda, M. V. (2007). Service obligations management in IT outsourcing. In Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007 (pp. 421-426). Article 4402128 (Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007). https://doi.org/10.1109/ICEBE.2007.16

Service obligations management in IT outsourcing. / Liu, Liang; Lei, Hui; Lan, Dongjun et al.
Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007. 2007. p. 421-426 4402128 (Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Liu, L, Lei, H, Lan, D, Rose, RE, Seymour, JS & Devarakonda, MV 2007, Service obligations management in IT outsourcing. in Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007., 4402128, Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007, pp. 421-426, ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007, Hong Kong, China, 10/24/07. https://doi.org/10.1109/ICEBE.2007.16

Liu L, Lei H, Lan D, Rose RE, Seymour JS, Devarakonda MV. Service obligations management in IT outsourcing. In Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007. 2007. p. 421-426. 4402128. (Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007). doi: 10.1109/ICEBE.2007.16

Liu, Liang ; Lei, Hui ; Lan, Dongjun et al. / Service obligations management in IT outsourcing. Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007. 2007. pp. 421-426 (Proceedings - ICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007).

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abstract = "In outsourcing, service obligations broadly refer to the duties and responsibilities of the service provider related to the provision of services. It is critical that the provider clearly understands and properly implements its complete service obligations to the client. The BlueMoon project in IBM develops a novel approach to service obligations management in the context of IT outsourcing. BlueMoon conceptualizes different kinds of service obligations through a formal obligations model. It provides an overarching obligations configurator tool for gathering and validating obligation requirements throughout the outsourcing lifecycle. It further facilitates the implementation of service obligations by automatically binding them to the IT architecture planning and provisioning process and to their uses in various service documents. Work is under way to monitor service delivery operations and verify obligations compliance. Addressing a key challenge in IT outsourcing, BlueMoon promises to significantly improve the client's satisfaction, the health of the outsourcing account, and the provider's bottom line.",

author = "Liang Liu and Hui Lei and Dongjun Lan and Rose, {Raymond E.} and Seymour, {J. S.} and Devarakonda, {Murthy V.}",

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AB - In outsourcing, service obligations broadly refer to the duties and responsibilities of the service provider related to the provision of services. It is critical that the provider clearly understands and properly implements its complete service obligations to the client. The BlueMoon project in IBM develops a novel approach to service obligations management in the context of IT outsourcing. BlueMoon conceptualizes different kinds of service obligations through a formal obligations model. It provides an overarching obligations configurator tool for gathering and validating obligation requirements throughout the outsourcing lifecycle. It further facilitates the implementation of service obligations by automatically binding them to the IT architecture planning and provisioning process and to their uses in various service documents. Work is under way to monitor service delivery operations and verify obligations compliance. Addressing a key challenge in IT outsourcing, BlueMoon promises to significantly improve the client's satisfaction, the health of the outsourcing account, and the provider's bottom line.

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Service obligations management in IT outsourcing

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ASJC Scopus subject areas

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