Review and Manage Delivery of Maintenance Services

Review and Manage Delivery of
Maintenance Services

Contents
Assessment Task 1.....................................................................................................................3
Written analysis on service level comparison........................................................................3
Assessment Task 2.....................................................................................................................4
Your plan/checklist for the site visit.......................................................................................4
Your notes from the infrastructure review.............................................................................4
Word processed report with an assignment cover sheet (signed by both the team members)
................................................................................................................................................5
Assessment Task 3.....................................................................................................................6
Q1. What is a SLA? Why should an organisation have a SLA in place?...............................6
Q2. Briefly describe the concept of help desk tickets............................................................6
Q3. Describe some strategies you might employ as an external consultant in order to better
understand a client’s business domain (e.g. specific business area and needs).....................7
Q4. Explain what is meant by ‘change control.......................................................................7
Q5. Describe how as an external consultant you could obtain detailed knowledge of a
system that is to be modified..................................................................................................8
Q6. Give an example of a failure in capacity planning..........................................................8
Q7. Give an example of a business context development that forces change on many
businesses operating in that domain.......................................................................................8
Q8. Give an example of a business scheduling requirement that must be satisfied...............9
References................................................................................................................................10

Assessment Task 1
Written analysis of service level comparison
The manager said to the team to install the help desk tool that is SysAid Cloud as it can be
present in PC of the manager so that it can be accessible and functional by the remote
location. There are some queries which are occurred in both the team. One team is facing
some queries include wireless card is not working, after installing app my windows won’t
start and screen resolution is wrong. Another team is facing the queries related to an error
occurred at the time of graduation, the media file cannot download and after installing app
my windows won’t start. These queries need to be resolved by using effective solution.
There are some features of service level agreements which include analysis of stakeholders so
that expectations can be fulfilled. Another one is goals and objectives need to analyse then,
service agreement needs to manage the features so that they can take more responsibility.
SLA also manage or deal with the service management which helps in transferring the
information so that they can provide the effective assistance to attain the targets. In SLA, they
have to check the availability, performance, security as well as privacy of data. Along with
this, they have to evaluate the portability of data and change management process.
The employees of Byte Consultancy should provide effective assistance for the system and
should read the cloud providers service level agreements very carefully and effectively. After
that, they have to collect the technical staff which assist in validating the SLA against the
scenario. Then they have to prepare the contingency plans so that they can provide the
support for worst case scenario. In this, SLA requires that all the queries need to resolve but
they are not become successful in resolving the queries. SLA is essential and required for the
cloud service and provide benefit to both consumers and providers. In long run, it saves
money and drive satisfaction for the parties involved directly but it is important to the end
users. It requires the effective development so that they can provide the information to the
managers effectively and efficiently.