An Ethnographic Study of the Enactment of Service Level Agreements in Complex IT-intensive Business-to-Business Services

Andrea Lee Stern
2015, May
Published in: 
The University of Sydney
systematic, and sanctioned. They depended on: a complex set of skills and knowledge; self-directed experiential learning; and effective judgement. Significantly, they were also critical to coordinating troubleshooting in high severity service failures in a multi-sourcing environment where ad hoc teams of specialists from multiple providers negotiated resolutions in conditions of complexity and uncertainty that precluded precisely defined procedures. These findings suggest that the processes of the three informal mechanisms identified in the cycle of enactment are amenable to discovery and representation and are thereby capable of yielding information about SLA enactment not previously captured or exploited. The importance of this for improving value realisation in formulating SLAs for CITi-B2B services, and for managing their enactment, is twofold. First, this information could provide feedback enabling SLAs to become a continuously evolving learning instrument. Second, related instruments could be developed to further capture and exploit this information for process refinement, innovation, capability development, and SLA design.