ICT Support Communication Management in ABC Pty Ltd

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Assessment Pack
Diploma in Information Technology
(ICT 50115)
Unit: ICTSAS502 ESTABLISH AND MAINTAIN CLIENT USER LIAISON
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Table of Contents
Assessment Task 1:..........................................................................................................................4
Introduction..................................................................................................................................4
Company description...................................................................................................................4
Problem Definition......................................................................................................................5
Business/department Need.......................................................................................................5
List of stakeholder and their role.............................................................................................5
Service objectives....................................................................................................................5
Required support resources......................................................................................................5
Assumed constraints................................................................................................................5
List of assumptions..................................................................................................................5
Specific requirement for each department including...................................................................5
Functional requirements..........................................................................................................5
Non-functional requirements...................................................................................................6
Conclusion...................................................................................................................................6
Assessment task 2............................................................................................................................7
Part A: SLA.................................................................................................................................7
Executive Summary.....................................................................................................................7
Company Profile..........................................................................................................................7
Business Requirement Summary.................................................................................................7
Key Stakeholder...........................................................................................................................7
Proposed Solutions......................................................................................................................8
Detail of each proposed solution and how it meets the business requirements.......................8
Advantages and disadvantages of the proposed solutions.......................................................8
SLA service description...............................................................................................................8
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Duration of the contract...........................................................................................................8
Area of supports.......................................................................................................................8
Methods and level of support..................................................................................................8
Hours of support......................................................................................................................8
Definition of priority level.......................................................................................................8
Response times according to priority......................................................................................8
Communication methods.........................................................................................................9
IT supports personnel: Roles and responsibilities...................................................................9
SLA implementation....................................................................................................................9
Warrantees and exclusion........................................................................................................9
Customer’s responsibilities......................................................................................................9
Method of service level monitoring.........................................................................................9
Process for handling complaints or concerns..........................................................................9
Process for changing the contestants of SLA..........................................................................9
IT resource requirement...........................................................................................................9
IT personal requirement...........................................................................................................9
Conclusion.......................................................................................................................................9
References......................................................................................................................................10
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Assessment Task 1:
Introduction
This report is focused to identify the requirements of the IT support to manage the
communication in the ABC Pty Ltd. Information technological requirement for communication
will be identified in this report in the context of the company.
Company description
The ABC Pty Ltd company is working as a supplier of the energy selling and marketing
company of Australia. Approximately 120 employees are working in this company for managing
its activities. An organizational chart is given below of the company for identifying information
technological communication –
Figure 1: Organisational structure
Source: Author
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CEO
Head of
engineering
Administration
Experts
Head of supply
chain
Procurement
Shipping and
logistics
Head of
marketing
Digital
marketing
Brand
marketing
Head of
finance and
administration
HR
Finance

Problem Definition
Business/department Need
It is essential that all of the departments of the company should have an effective IT-based
communication path for managing real-time communication. Supply chain, HRM, marketing,
finance, and engineering and administration department should have effective collaboration with
each other.
List of stakeholder and their role
 Managers – Monitoring and controlling in the team
 Senior experts – Implementation and generation of work
 Executives – Generates the core outcome
Service objectives
The core objective of the company is to provide high-quality service in the targeted market for
the company.
Required support resources
 Appropriate information technology
 IT experts
 IT gadgets
Assumed constraints
 Less technical understanding of employees
 Lack of technical experts
 Information technology resources
List of assumptions
 IT use enhances productivity
 Information technology experts required
Specific requirement for each department including
Functional requirements
 Interface requirements for numeric data entry.
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 Business requirements to enter data after a request approval in the system
 Compliance requirements for functional audit trial and restrict access to users (Hosono,
et. al., 2012).
Non-functional requirements
 Usability is required for learning and operating the system.
 Security is required for software or system protection.
 Quality in performance is required in the system (Ameller, et. al., 2013).
Conclusion
On the basis of the above report, it has been concluded that functional and non-functional
requirements are considered in system development. Information technological system helps to
manage communication.
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Assessment task 2
Part A: SLA
Executive Summary
A service level agreement has been developed in this report for AGL Energy Ltd. to provide
quality in the services to the targeted customers of the company. Business requirements and
stakeholders are identified in this report.
Company Profile
AGL Energy Ltd. is a public company listed under the Australia stock exchange. This company
is providing gas and electricity both type of energy in the domestic market for commercial and
residential purposes.
Business Requirement Summary
AGL Energy Ltd. is working in the domestic market in which many more companies are
working to provide energy for residential and commercial purposes. It is essential for the
company to provide consistency in the energy supply in the targeted market. The company
should focus on the production of electricity and gas to supply in the retail market.
Key Stakeholder
A list of core stakeholders are given below –
 Employees
 Customers
 Government
 Suppliers
 Competitors
 Community
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Proposed Solutions
Detail of each proposed solution and how it meets the business requirements
Monitoring on the process helps the company to fulfil the business requirements. Implementation
of the monitoring is effective for the company to manage the changes in the organization
according to the business requirements.
Advantages and disadvantages of the proposed solutions
Monitoring process implementation helps the company to enhance the quality and consistency in
the energy production by the AGL energy ltd. so it is effective to use by the company. The
monitoring process effects negatively on the cost and time of production which is essential to
manage by the company.
SLA service description
Duration of the contract
It is essential to develop the contract for a specific time limit which can help the company to
monitor the process. The minimum one-year contract should be developed for monitoring (Wu
and Buyya, 2012).
Area of supports
The SLA helps to determine the areas of monitoring in the organization.
Methods and level of support
High level of service required with minimum disruption.
Hours of support
It is essential to determine the hours in a day for support in monitoring by the contracted person.
Definition of priority level
Priorities can be determined by the urgent needs of the company which is monitoring for AGL
Company.
Response times according to priority
It is essential for the contracted party to start on monitoring in the upcoming 7 days.
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Communication methods
It is essential to use written communication via an e-mail system.
IT supports personnel: Roles and responsibilities
IT support is also significant in it to implement a monitoring process.
SLA implementation
Warrantees and exclusion
The contracted party should provide the warranty for the quality enhancement by monitoring.
Customer’s responsibilities
The core responsibility of the customers is to provide accurate feedback to the service provider.
Method of service level monitoring
Reports should be produced by the company for monitoring of SLA.
Process for handling complaints or concerns
Complaints and issues of the customers regarding the quality should be taken seriously by the
managers of the company (Dastjerdi, et. al., 2012).
Process for changing the contestants of SLA
Contestants can be changed by agreement of the majority.
IT resource requirement
Computers, the internet, communication resources are required in the SLA implementation.
IT personal requirement
Peoples which have extreme knowledge of IT should be used in the SLA implementation.
Conclusion
On the basis of the above report, it has been concluded that SLA supports to provide quality
services to the targeted customers and ensures customer satisfaction.
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References
 Ameller, D., Ayala, C., Cabot, J., & Franch, X. (2013). Non-functional requirements in
architectural decision making. IEEE software, 30(2), 61-67.
 Dastjerdi, A. V., Tabatabaei, S. G. H., & Buyya, R. (2012). A dependency‐aware
ontology‐based approach for deploying service level agreement monitoring services in
Cloud. Software: Practice and Experience, 42(4), 501-518.
 Hosono, S., Hara, T., Shimomura, Y., & Ara, T. (2012, October). Prioritizing service
functions with non-functional requirements. In Proceedings of the 2nd CIRP IPS2
Conference 2010; 14-15 April; Linköping; Sweden (No. 077, pp. 133-140). Linköping
University Electronic Press.
 Wu, L., & Buyya, R. (2012). Service level agreement (SLA) in utility computing
systems. In Grid and Cloud Computing: Concepts, Methodologies, Tools and
Applications (pp. 286-310). IGI Global.
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