IT Support Executive Summary and SLA for ABC Pty Ltd: Assessment 2

This report presents an executive summary of IT support needs for ABC Pty Ltd, a Victorian energy reseller with approximately 120 employees. The report identifies key business requirements, including the importance of a Service Level Agreement (SLA) to meet customer needs. It outlines critical service elements, stakeholder roles (e.g., application engineers, database administrators), and proposed solutions, such as identifying and evaluating problems and checking previous support tickets. The report details a two-year SLA contract, areas of support, methods and levels of support, hours of support, priority levels, response times, communication methods, and IT personnel roles and responsibilities. Furthermore, the report covers SLA implementation aspects like warranties, customer responsibilities, service level monitoring, complaint handling, and change processes. It concludes with IT professional requirements and a comprehensive bibliography.

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.

SLA service description
1. Duration of the contract: the contract would be valid till two years, after the contract
is completed, it would need to be renewed once again, and in case of any sort of
changes needed in the agreement, the support client can approach them and the IT
support team would analyse it and mention if the changes are possible or not.
2. Areas of support: the areas of support that would be provided by this agreement
includes, the service provider would not be able to deny that they do not provide
service to a certain organization, it goes the same with the client, if the client does not
like to the services of the service provider they would have to continue till the
agreement exists.
3. Methods and Levels of support: the agreement would make use of various methods
for the purpose of serving the clients as well as a service provider. The level of
support that would be provided to the customers is second level of support where both
the parties would be provided with equal support.
4. Hours of support: the support would be provided for twenty four hours and seven
days.
5. Definition of Priority Levels: the priority levels of the service level agreement is
arranges such that client is placed at first and service provider is placed in the next.
6. Response times according to Priority: the first priority is provided to the client and
hence their queries and complains are placed in the first priority.
7. Communications methods: the client and service providers are communicated with the
help of a skills professionals who has the detailed idea of the services availed by the
client and the details of the services provided by the service providers.

8. IT Support Personnel: Roles and Responsibilities, the roles and responsibilities of the
IT support personnel includes checking if the network connection is effective enough,
if appropriate hardware and software are installed within the organization.
SLA implementation
Warrantees & Exclusions: the implementation of service level agreement guarantees
that the service provided by the service provider is without any corruption and done with
utmost honesty, proper documentation is provided as a proof for clients as well as service
provider.
Customer Responsibilities: the responsibility of the customer is to ensure that the
agreement is secured well and updated with time without any delay.
Method for Service Level Monitoring (including a schedule of review meeting dates
for the SLA): monitoring of SLA could be carried by using various methods, these methods
include considering various technical constraints as well as goals, determining the availability
budget, creating various application profiles, determining availability of budget, creating as
well a signing a specific contract.
Process for handling complaints or concerns: complains as well as concerns would be
handled with utmost care, any sort of confusion or query of clients would be resolved
immediately.
Process for changing the contents of SLA: in order to change the contents of SLA
both client as well as service provider would have to provide consent along with the approach
for changes.

IT professional Requirements: the professional required include skilled employees
who have sufficient knowledge regarding the agreement and its features. They must also be
able to update the agreement whenever required.

Bibliography
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game theory for bilateral SLA negotiation in cloud environment. International
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In Reshaping Accounting and Management Control Systems (pp. 103-114). Springer,
Cham.
Ghildyal, A., & Chang, E. (2017). IT Governance, IT/Business Alignment and Organization
Performance for Public Sectors. Journal of Economics, Business and
Management, 5(6), 255-260.
Janampa, R., Melendez, K., & Dávila, A. (2018, September). Information Technology
Service Management Processes for Very Small Organization: A Proposed Model.
In Trends and Applications in Software Engineering: Proceedings of the 7th
International Conference on Software Process Improvement (CIMPS 2018) (Vol. 865,
p. 55). Springer.
Joy, N., Chandrasekaran, K., & Binu, A. (2016, August). Energy aware SLA and green cloud
federations. In 2016 IEEE Distributed Computing, VLSI, Electrical Circuits and
Robotics (DISCOVER) (pp. 7-11). IEEE.
Venkatesh, V., Windeler, J. B., Bartol, K. M., & Williamson, I. O. (2017). Person-
Organization and Person-Job Fit Perceptions of New IT Employees: Work Outcomes
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Benedictis, A. D., Rak, M., & Villano, U. (2017). SLAs for cloud applications: agreement
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