Byte Consultancy: Review and Manage Delivery of Maintenance Services

This report provides a comprehensive review and management strategy for the delivery of maintenance services, focusing on a case involving Byte Consultancy and a college network upgrade. It includes a written analysis of service level comparisons, a site visit plan and infrastructure review, and a detailed examination of key concepts such as Service Level Agreements (SLAs), help desk tickets, change control, and capacity planning. The report emphasizes the importance of SLAs in setting clear guidelines and ensuring service obligations are met, discusses strategies for external consultants to understand client business domains, and outlines the significance of change control in maintaining system integrity. Furthermore, it touches on real-world scenarios, like failures in capacity planning and business context developments that force change. This document serves as a blueprint for effective maintenance service delivery and problem mitigation.

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.

Assessment Task 2
Your plan/checklist for the site visit
First is site visit need to schedule:
 The schedule will be performed by the senior leaders which will include the meeting
of one hour for the first day and one-hour meeting on the closing day. The evaluator
will discuss all the findings and the problems at the end of each day.
 Then the planning reacted to the communication to the organization’s site will be
done which will include the expectations of the individual employees during site
visits.
Once the site visit meeting with the evaluation team will be scheduled:
 The information which is collected is assembled to bring to the final meeting.
 The updates related to the results information are prepared so that can be presented
when the team arrives on the site.
 The one-hour presentation is prepared for the opening meeting of the site visit which
will address the reason for participating in the MQA.
The information is brought to the site with the schedule of MQA evaluator team:
 The information of the organization is included which includes the details of the
organizational chart which are current with the changes that have been made in the
organization when the application was submitted.
 Facilities of the information which includes the level of the technology which is used
in the organization.
Your notes from the infrastructure review
The CEO of college has nominated as a manager so that they can act as a college project
manager. The Byte consultancy has upgraded the college computer network so that they can
offer the upgraded computer network. They have to provide the effective support for the
remote administration with the onsite services as needed. A service level agreement with the
college needs to play the role of the support team of IT which assist in reviewing the
experience level. They have to set up the internal help desk and operate it for short period and
then performance needs to review against the SLA. Manager needs to resolve all the query
which are faced by the team members at the time of installing the software.

Word-processed report with an assignment cover sheet (signed by both the team
members)
Introduction
Most people or individual requires a blueprint for architects as well as contractors so that they
can start building and by that, they can fulfil the expectation with a warranty. A Service Level
Agreements serves both the blueprint as well as a warranty for the cloud computing.
Information
They have to codify the specific parameters along with the minimum levels which are
required for each element of the service along with the remedies for failure so that they can
meet the requirements. Affirms the ownership of its storage of data or information and
provide the appropriate specifications. They have to provide the details of the system of
infrastructure along with the security standards need to be maintained by the service provider
as well as rights so that they can audit their compliance. They have to provide the
specification with their rights as well as cost need to continue and discontinue by using the
effective services. It only makes the sense so that they can agree to the desired service level
for the consumers as well as need to measure the real results. They have to make the sense so
that they can set out the plans when they are doing the things so that minimum level of
services need to maintain.
Conclusion
It has been concluded that the goal related to a service level agreement both the cloud
consumer as well as a provider so that they can understand and agree on which include the
exit strategy. The SLA should look at as the document which assists in establishing the
partnership among the different parties and by that they can mitigate the problems.

Assessment Task 3
Q1. What is an SLA? Why should an organisation have an SLA in place?
SLA stands for Service Level Agreement as it is a contract among the business entity and the
service provider which assist in providing the details of obligations along with the
expectations of the relationship. The function of SLA is the blueprint of the service provider
which assist in providing and protecting the assets and reputation of the organisation. There
are three reasons that organisation having SLA in a place which includes:
Set clear along with the measurable guidelines: SLA is the best key so that they can
provide the effective services in the context of standards and services. It is necessary to
establish the clear and measurable guidelines as it helps in reducing the chances of the
disappointment of client (Carib, 2017).
Provide the effective resource for service obligations: If the service provider fails to meet
the obligations, then this will be having subsequent consequences for the reputation of the
organisation. By this, standards related to performance are not met.
Provide the peace of mind: Service Level Agreement assist in providing the peace of mind
to the client. They prepare a contract which provides permission to hold their service provider
which is accountable along with the details of what they are expecting (Carib, 2017).
Q2. Briefly describe the concept of help desk tickets
Helpdesk tickers are an archaic concept which is related to software that many businesses
provide the navigating. In the company, a help desk is a place where the user can get the
information technology so that they can call to get the help with a problem or issues. Help
desk software enables the companies or business entities to assist in resolving the consumer
issues effectively and efficiently by automating the complaint the resolution process with the
management of ticket (TechTarget, 2018). Helpdesk is managed by one person so that they
can organised the idea and by that problems can be handled. A consumer who are facing the
problems in attaining the tickets as they are waiting in line so the agent can write back to
them. most helpdesk platforms related to software assist in using the concept of tickets which
are mostly driven by email. By email, they can get the information related to tickets
(TechTarget, 2018).

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)
External consultants help in attaining the goals and objectives which include providing
guidance and training to the members. They have to develop the management as well as
adopt the supervisory skills. External consultants need to assess the actual situation along
with this they have to identify the training as well as operational needs. This will help in
increasing the employee’s motivation and by that performance of company increased. There
are some strategies which external consultants need to adopt for understanding the business
domain of clients include phonetic equivalents as it is important that they have to register the
domain names which is equivalent to the brand name (Ntanos, et. al., 2018). Along with this,
they have to restructure the business which assists in focusing on quantity of profitability.
Moreover, external consultant needs to maintain the top market share so that they can attain
the success in the competitive market. Some other strategies include restructuring the current
business and acceleration of business portfolio so that they can create the new business. After
that, they have to transform the ideas which are software and consumer-oriented. They have
to create the new value which assists in integrating the strength as well as new technology.
Q4. Explain what is meant by ‘change control
Change control can be done within the quality management systems as well as information
technology system is the informal and formal process which assist in ensuring the changes to
a product that should be introduced in a coordinated and controlled manner. This assist in
reducing the possibility related to unnecessary changes which are to be introduced to a
system without introducing the faults into the system as well as made by undoing changes
made by the other users of software (TechTarget, 2018). It is a systematic approach so that
they can manage all the changes which are related to products or system. In the information
technology, change control is a component related to change management. The main goal of
procedure related to change control includes the minimal disruption to the services, cost-
effective utilization of resources which are included in the implementation of changes. The
process related to change control should be conducted by using appropriate steps so that they
can provide a request for changes. For the change control, the effective procedure includes
some steps which are documenting the change request, assessment should be formal,
planning, designing, implementation or review and at last final assessment (Hendry, et. al.,
2018).

Q5. Describe how as an external consultant you could obtain detailed knowledge of a
system that is to be modified
Knowledge acquisition refers to the knowledge that firm needs to carry out from the external
sources as it is important and provide the holistic view of the value chain. There are some
sources which include suppliers, consumers, competitors, partners along with the external
experts. They have to follow the communities of practice which assist in extending well
outside the firm. An external consultant can collect the feedback from the consumers and
suppliers and on the basis of that improvements can be made. Along with this, according to
the competitor’s employees of the company can set the strategy so that goals and objectives
can be attained. Moreover, the external consultant needs to interact with the employees and
senior members so that consultant can get the knowledge (Knowledge management tools,
2018).
Q6. Give an example of a failure in capacity planning.
There are five reasons which are related to a failure in capacity planning includes that they
are having imperfect data or lack of common goals. Another reason is trending versus
modelling, the view is too narrow and last, is flaws in prediction methods. For instance, the
business entity is using Excel sheets to make a plan according to their capacity. Their
planning process having appropriate kind of structure which include beginning with the
demand so that they can find the inventory needed so that they can take into account. After
that, they have to adjust the inventory requirements for the lead time and then define the
production requirements. Then production requirements need to assign by using ruleset. At
last, aggregate production requirements need to be maintained (Centurion, 2017).
Another example is that an organisation having a wish to attain the best and appropriate
results in terms of profitability along with the higher service level so their plan needs to
organise by attaining the objectives (Centurion, 2017).
Q7. Give an example of a business context development that forces change on many
businesses operating in that domain.
Individuals need to use appropriate and effective tools and technology so that they can attain
the goals and objectives by forcing the changes in business operating in information
technology domain. Large technology assists in attaining the best results which are related to
social structures and this will provide the effective contribution to society. For example, if the
senior members of the company need to bring some large-scale changes which are related to

socio-economic structures along with the kinds which the work was done by people
(O'Halloran, 2015). If they want to make the changes they have to do effective analysis by
using SWOT, PESTEL or porter’s five forces model. These techniques help in analysing the
opportunities or threats which are occurred in front of business entity. Porter’s five force
model help in the analysis the competitors for making the changes. This will help in
increasing profitability as attractive industry having a combine’s power of the competitive
forces which assist in increasing the profitability potential. To make the changes, the
employees and senior members need to use updated technology so that they can attain the
best result. Effective and updated technology includes the set of tools which other members
of company utilise in diversified ways so that efficiency can be increased (O'Halloran, 2015).
Q8. Give an example of a business scheduling requirement that must be satisfied.
Business requirements for scheduling as businesses need to maintain the schedule for the
personnel and on the basis of that following needs to be fulfilled which include matching the
right individual which is associated to activity, depending, for example, effective skills
required to complete the activity as well as minimize the cost of services. There are some
strategies which are associated to scheduling so that they can optimize their workforce which
includes staggering the workload, a matter related to Intra-day events, hiring as well as part-
time staff, always be flexible (Forshee, 2017). Business have to schedule the services for the
three different time spans includes for emergencies, the best person need to provide a
response in the promised time frame. They have to ensure about the appropriate people so
that they can utilise the appropriate skills. They have to utilise the resources effectively and
efficiently. For example, at the time of conducting Intra-day events and for that they have to
try 10 min breaks or they can conduct the 15-minute coaching sessions. Another example is
at the time of stagger the workload, they can select the appropriate time which assist in
adding the coverage as well as flexibility in the staffing requirements at the time of intervals
(Forshee, 2017).

References
 Carib, C., 2017. 3 Reasons Why You Need to Have an SLA With Your Service
Provider. [Online] Cloudcarib. Available at: http://info.cloudcarib.com/blog/3-
reasons-why-you-need-to-have-an-sla-with-your-service-provider. [Accessed on: 15th
June 2018].
 Centurion, C., 2017. Capacity Planning: Is Your Plan Feasible and Optimal? [Online]
RiverLogic. Available at: https://blog.riverlogic.com/capacity-planning-is-your-plan-
feasible-and-optimal. [Accessed on: 15th June 2018].
 Forshee, J., 2017. 10 Scheduling Strategies to Optimize Your Workforce. [Online]
ICMI. Available at:
https://www.icmi.com/Resources/Workforce-Management/2014/05/10-Scheduling-
Strategies-to-Optimize-Your-Workforce. [Accessed on: 15th June 2018].
 Hendry, A., Jones, E.J., Bedford, R., Gliga, T., Charman, T. and Johnson, M.H., 2018.
Developmental change in look durations predicts later effortful control in toddlers at
familial risk for ASD. Journal of neurodevelopmental disorders, 10(1), p.3.
 Knowledge Management Tools. 2018. Knowledge Acquisition. [Online] Knowledge
Management Tools. Available at:
https://www.knowledge-management-tools.net/knowledge-acquisition.html.
[Accessed on: 15th June 2018].
 Ntanos, E., Dimitriou, G., Bekiaris, V., Vassiliou, C., Kalaboukas, K. and Askounis,
D., 2018. A model-driven software engineering workflow and tool architecture for
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technology-will-change-the-way-we-work/. [Accessed on: 15th June 2018].
 TechTarget. 2018. Change Control. [Online] TechTarget. Available at:
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 TechTarget. 2018. Help desk. [Online] TechTarget. Available at:
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