IT Support in ABC Pty Ltd

Assessment 2
Part A
Executive summary
IT support is a vital department that must be present in the ABC Pty Ltd. The
information technology would help the organization carrying out numerous functions in an
effective manner. This is critical because the It support must be aware of the services
provided by the organizations along with their target customers. ABC Pty Ltd. organization
deals with marketing as well as selling various energy products of a specific national
supplier. The company has numerous departments and stakeholders who are responsible for
carrying out their respective responsibilities considering the services that are dealt with by the
company.
Company profile
ABC Pty Ltd is a company that is a reseller of energy. This company sells and
markets numerous energy products of other supplier. It operates from its headquarter which is
located in Melbourne, the overall number of employees present in this particular organization
is around 120 which includes the top level of management. The company includes various
departments as well as stakeholders that are responsible to perform their responsibilities.
Business requirements
There are various requirements that are necessary for SLA, the most vital requirement
include customer requirements, and this is due to fulfilling the business needs of customers.
This the basic requirement of SLA. It further include service elements that include some
specifics of the provided services, conditions of the available services, standards like time
window for every level of service, responsibility of every party, cost or service trade-offs and
escalation procedures.

Key stakeholders
Various service providers as well as customers would be utilized in the form of basis
of the agreement and it represents various primary stakeholders that are associated with SLA
include applications engineer, database administrator, network architect, network engineer,
network system administrator, programmer, programmer analyst, Security Specialist,
Software Engineer, Support Specialist, System Administrator and many more.
Proposed solutions
Various proposed solutions are as follows
Identifying as well as evaluating the problem: identification of issues along with their
evaluation is required.
Check for previous support tickets: this solution must be followed in order to avoid
looking for solution for solving same problem again and again. This
Advantages
Would help in solving the issue whenever it is detected.
Would help in avoiding repletion of actions but it would waste enough time in
checking previous support tickets especially when there would be hundreds or thousands of
tickets.
Disadvantages
The disadvantage of the solution is that similar issues could be recorded again and
again which causes repetition of similar actions.
Repetition of actions would consume more time that could be utilized for other
purposes.