ALTEC IT Infrastructure: Service Level Agreement and Incident Report

This report outlines a Service Level Agreement (SLA) between BYTE consultancy and ALTEC, detailing the IT services provided, including telephonic, email, and remote support. It specifies service availability, incident priorities, and third-party vendors. The report includes an incident report categorizing various IT issues, their priority, and SLA compliance. Furthermore, it analyzes help desk ticket management using Zen Desk software, covering ticket creation, review, and resolution. The document concludes with a successful creation of a service level agreement and reviews the existing infrastructure.

Information Technology

Table of Contents
1 Task 1.................................................................................................................................2
1.1 Introduction...............................................................................................................2
1.2 Setup Phase................................................................................................................2
1.3 Service Level agreement (SLA)................................................................................3
1.4 Incident report...........................................................................................................7
1.5 Analysis phase............................................................................................................8
1.6 Conclusion................................................................................................................15
References...........................................................................................................................16
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1 Task 1
1.1 Introduction
This project is prepare the Service level agreement. It composed in the support of
customer ALTEC, which has the point by point data about the IT foundation incorporates
benefit level understanding. It also review the existing infrastructure in the subsequent tasks.
Additionally, it is produced by an organization called BYTE consultancy by help desk
software which likewise give a specialized help to the framework.
1.2 Setup Phase
Here, we are using the Zen desk software and it can be effectively open by anybody from
anyplace yet works just with web association. It isn't important to setup by utilizing a cloud
benefit (Mohamed, Mohammed and Abdullah, 2015), (Robbins and Harrison, 2011).
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1.3 Service Level agreement (SLA)
For: ALTEC
BY: BYTE consultancy
Document Owner: Byte Consultancy
Agreement Description The understanding which was composed
underneath speak to the SLA (Service Legal
Agreement) among ALTEC and BYTE
consultancy, for arrangement of IT
administrations which causes the
organization to help and can continue the
administrations.
This agreement will be legitimate until the
point that the progressions are made
commonly by the partner.
All the IT administrations which were given
will be introduced in this agreement and
essential partners will be seen commonly.
Current process can't be supplanted in this
agreement except if expressed plainly.
Goals and targets: The fundamental topic of this agreement is
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to give appropriate IT administrations
support and conveyance by BYTE
consultancy to ALTEC. The objective of
this agreement was to get a common deed
among ALTEC and BYTE consultancy for
IT arrangement administrations.
The primary destinations are
• The benefit proprietorship, jobs
and duties ought to have clear
reference.
• Customers ought to get an
unmistakable, succinct and
quantifiable variables of
arrangement benefit.
Stakeholders Based on this agreement, coming up next
are the administration provider(s) and
customer(s) and will be the essential
partners which are related with SLA.
• IT benefit provider(s): BYTE
consultancy
• IT customer(S): ALTEC
Service understanding The restrictions which are appeared beneath
are in charge of the specialist co-op in the
present help of this understanding.
Service extension
In this agreement, the accompanying
administrations are secured.
• Proper telephonic help
• Analysing email support
• Remote help
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• Emergency or arranged help
• Checking framework design month
to month
Customer necessities
This agreement additionally incorporates
client necessities and obligations.
• Payments are made according to
the concurred terms.
• Low expenses was charged by the
client obligations when they settle
the issue.
Service supplier necessities
The agreement additionally incorporates
specialist co-op prerequisites and duties.
• For all support plans, an
appropriate notice must be given.
Service administration The predictable administration levels are
kept up by having dynamic help of in-scope
benefit. The fitting points of interest on
administration duty, checking of in-scope
benefits and related parts are demonstrated
as follows.
Service accessibility
• 8.30 am to 4.30 pm, Monday to
Friday: appropriate telephonic help
is given
• Calls are gotten past available time
additionally as they are too
redirected to cell phone.
• Availability of get back to benefit.
• 8.30 am to 4.30 pm, Monday to
Friday: email support will be
observed.
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• Emails which are gotten past the
available time can be gathered and
arranged following day.
• During the business there is a 72
hrs on location help.
Service ask
• Issues which are to be arranged in
0-8 hrs must be in high need.
• Issues which are to be grouped
inside 48 hrs must be in medium
need
• Issues which are to be arranged in
5 working days must be low need.
• Remote help is likewise given.
Third Parties Coming up next are the person who gives
administrations to ALTEC as an outsider
sellers incorporates.
• Telstra
• HP
• Fujitsu
• PRTG
• Cisco organize
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1.4 Incident report
Incident Category Priority Time SLA
Complian
ce
(Y/N)
Create User User Workstation High 2 days Yes
Cannot connect to a Wi-Fi User Workstation High 2 day Yes
network
User's Computer works User Workstation High 1 day Yes
slowly
Computer crash User Workstation High 2 days Yes
Office phone in not working Telephony/Voice Medium 10 Yes
hours
Server shutdown Servers High 3 hours Yes
Connection fail to another Servers Medium 5 hours Yes
Branch
Some report show error Servers High 7 hours Yes
message from server hard
disk
Cannot access email Basic Software High 1 day Yes
(forgot password)
Admin cannot access to Application ABC High 3 hours Yes
server
1.5 Analysis phase
Help desk software - Zen Desk Software
7

Ticket 1
8

User request review
Message reply to user request
9

Final status review
Ticket 2
End user incident creating
10

Ticket request on administrator platform
11

Help desk answer review
12

13

Ticket closing
14

Final Review
1.6 Conclusion
This task successfully created the service level agreement for Byte consultancy. This
document is used to describing the service level expected by a customer from a suppliers. It
also reviewed the existing infrastructure in the subsequent tasks.
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References
Mohamed, A., Mohammed, A. and Abdullah, M. (2015). Service Level Agreements:
Governance in Outsourcing Facility Management. Jurnal Teknologi, 73(5).
Robbins, T. and Harrison, T. (2011). New Project Staffing for Outsourced Call Centers with
Global Service Level Agreements. Service Science, 3(1), pp.41-66.
V, R. and Baskaran, R. (2012). A Compendium on Service Oriented Architecture and Service
Level Agreements. International Journal of Computer Applications, 40(1), pp.13-17.
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