Large Public Administrations generally entrust ICT service providers to realize their projects and to supply maintenance services on their software applications and hardware infrastructures. As a consequence, Public Administrations play a double role: they provide services to citizens, enterprises and public servants, while they are customers of ICT service providers. Therefore, Public Administrations aim to purchase quality from service providers in order to supply quality services.
The governance of the supplied services requires the monitoring and control of the contractual service levels (Service Level Agreements – SLA), whose objective is evaluating the supplied services mainly from the users’ point of view, not only from the suppliers’ one, which is confined to their specific scope.
This approach is more and more adopted so as to guarantee the quality of the supplied services and to foster the transparency of the communication among the different actors involved in the development process. This enables the involved actors to check the services quality on the basis of pre-defined SLAs, which are built on well-identified metrics, and to monitor the software quality improvement over time.
According to this approach, the Veneto Region monitors the development of its Information System through the Operative Governance System (SGO), whose data collection components and SLAs monitoring cockpit have been realized through the open source Spago4Q platform.
The cockpit provides three different views:
- the first one supports the service level analysis on the overall services and on each supplied ICT service (development, maintenance, support);
- the second one allows to analyse the service level of each application service, within the maintenance or development process;
- the third one is oriented towards analysing the single service level, which is enriched with information on the environments suitable to analyse the SLAs detailed values. For example, it shows: the values of the various components that compose the overall SLA value; the distribution of the absolute and percentage value of the information concerning tickets, bugs, criticalities, evaluated according to the product/project or to the development team; the details of tickets, bugs and criticalities that have caused the crossing of the thresholds of a specific SLA.