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

摘要

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 &(number sign)56256;&(number sign)56451; Articulate SOA outcomes and identify outcome drivers &(number sign)56256;&(number sign)56451; 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.