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 proceedingConference 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 languageEnglish (US)
Title of host publicationProceedings - ICEBE 2007
Subtitle of host publicationIEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007
Pages421-426
Number of pages6
DOIs
StatePublished - Dec 1 2007
Externally publishedYes
EventICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007 - Hong Kong, China
Duration: Oct 24 2007Oct 26 2007

Publication series

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

Other

OtherICEBE 2007: IEEE International Conference on e-Business Engineering - Workshops: SOAIC 2007; SOSE 2007; SOKM 2007
CountryChina
CityHong Kong
Period10/24/0710/26/07

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ASJC Scopus subject areas

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

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). [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