ABC Pty Ltd IT Support Needs Analysis with Proposed SLA Report

This report presents a proposed Service Level Agreement (SLA) designed for ABC Pty Ltd, focusing on their IT support needs. The SLA outlines the specific contract between the service provider and both internal and external customers, defining the services provided and the service standards to be met. Key aspects covered in the SLA include service description, contract duration, support areas, support methods and levels, support hours, and priority level definitions. The implementation section details warranties, exclusions, customer responsibilities, service level monitoring methods, complaint handling processes, SLA change processes, and IT resource and personnel requirements. The report emphasizes aligning skills and knowledge with roles to enhance employee and team effectiveness, suggesting new hires for specialized positions. It concludes with a Q&A session and a bibliography referencing relevant literature on IT governance, service management, and cloud service negotiation.

Proposed SLA

Summary of proposed SLA
• Hello! Everyone, I would like to present the Service Level
Agreement (SLA) that have been designed for the
utilization of ABC Pty Ltd.
• The SLA is usually a specific contract that exists between
the providers of the service and the internal as well as
external customers.
• This agreement defines the fact that the services provided
by the service provider to customers would help them in
furnishing along with defining the service standards that
the agreement would be meeting.

Summary of proposed SLA
• This agreement discusses regarding various aspects that
it consists including SLA Service Description
• This is divided into duration of the contract, areas of the
support, methods as well as levels of support, hours of
support, definition of the priority levels and some more.

Summary of proposed SLA
• One more aspect includes SLA Implementation, this is
gain categorized into various categories such as
Warrantees & Exclusions, Customer Responsibilities,
Method for Service Level Monitoring, Process for handling
complaints or concerns, Process for changing the contents
of SLA, IT Resource Requirements, IT Personnel
Requirements.

Summary of proposed SLA
• The aspects of skills and knowledge align with the roles
and requirements because the individuals are provided
with responsibilities that is relevant to the skills that they
have.
• This is usually followed because it increases the
effectiveness of an employee and the team as a whole.
• For this particular project, the new employees would be
recruited on the basis of the positions that need to be
filled up and for which the organization does not have any
specialist or professional.

Questions
• You might ask us any questions or queries that you have
regarding the proposed solution
• We would try to answer your queries and solve your issues
regarding the solution.

Bibliography
• 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.
• 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 and Gender Differences. MIS
Quarterly, 41(2), 525-558.
• 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.
• Chen, H., Liu, X., Xu, H., & Wang, C. (2016). A cloud service broker based on dynamic game
theory for bilateral SLA negotiation in cloud environment. International Journal of Grid and
Distributed Computing, 9(9), 251-268.