Integrating SLAs into IT Risk Management in Public Service Organizations

Risk management is an important process for public service organizations to maintain a high quality of service. However, many organizations are not satisfied with the result from risk handling. This paper proposes changes to a risk management model by integrating service level agreements into it. This makes responsibilities more clear to all parties involved in risk management. This paper also introduces a method to represent relations between risks and services and between services and activities. This method improves forward and backward traceability. It helps to assess the result of risk management by assessing the fulfillment of services. An example is given to illustrate the use of this model and the benefits from the trace mechanism.