University Report: Systems Implementation & Service Management for CCP

This report focuses on Systems Implementation & Service Management for Coast to Country Parks (CCP), emphasizing the need for a Service Level Agreement (SLA). It highlights the transition from an ad hoc approach to IT service management to a more structured SLA framework. The report explores various SLA types, with a particular emphasis on the vendor service level agreement as the most suitable option for CCP. It outlines the benefits of an SLA, including onsite support, emergency callouts, proactive and reactive maintenance, telephonic support, and data security. The document also discusses the increasing importance of quality travel accommodation and the challenges faced by individually owned caravan parks, leading to the formation of caravan park clubs like CCP. The report concludes by advocating for the preparation of a vendor SLA to make the club measurably profitable.

Running head: SYSTEMS IMPLEMENTATION & SERVICE MANAGEMENT
Systems Implementation & Service Management: Coast to Country Parks (CCP)
Name of the student:
Name of the university:

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Introduction
As per the approach of post war baby boomers and with the given increased importance
give to the leisure, it has been found that, for the development of Coast to Country Pub, a service
level agreement is needed to be considered. Recently there is an ad hoc approach to the service
management by the IT support staffs at the, head office located in Melbourne and both small and
large caravan park. Over some of the decades, IT service management is adequate. However, in
the recent times the concern is increasing rapidly regarding service level.
There are different options of service level agreements however; based on the
background of the project an accurate Service Level Agreement is needed to be prepared by the
head of the IT support staffs.
1. Service level agreement
Service level agreement is referred to as a tool or formally negotiated agreement that
helps to identify the expectation, responsibilities and communication approach that must be
followed between the consumers and service providers. The process of establishing a service
level agreement, strengthen the communication between the club members and the developers.
The aims of the clubs are to provide general services and to build loyalty among the club the
existing members and new members who have joined the club. They have large caravan parks,
those are independent in nature, provides successful accommodation to all the public club
members. Service level agreement is defined as a service that provides services which are
expected from the vendors. These are lying out the metrics through which the services can be

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measured accordingly. This is a critical factor considered for the contract of any technology
vendor. Based on the type of the project the SLA should be prepared.
It includes not only the service description provides and the expected service levels rather
the metrics through which the services can be apparently measured. In order to add and remove
metrics, SLA also provides duties and a responsibility of each of the members associated to the
club and also gives the remedies and penalties for breach. SLA helps to communicate with the
elements and all other communities in place to provide a consistent IT service support and
delivery to the clients through service providers. It provides a clear reference for the service time
frame that represents a concise, clear and a measurable description of service provision to the
consumers. Through SLA, perceptions can be matched of thee expected service provision along
with the actual service support and delivery.
2. Different Service Level Agreements
Different types of Service Level Agreements (SLA) are there such as customer service
level agreement, internal service level agreement, vendor service level agreement, that might
assign a type (Binu and Gangadhar 2014). Based on the ITSM requirements among these types
of assignments the most suitable SLA for this CCP is the vendor service level agreement. This is
referred to as an agreement that helps to create a bridge between the members and the vendors of
CCP construction. The project is willing to append a design based solution for the identified
problem.
Based upon the technical resource availability, the help desk staffs will need to look all
possible activities, according to the call service by using different remote access tools. Besides
this it will support the analysts for accessing the resources (Zhao et al. 2014). SLA ensures that

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the total expenditure expending to serve the correct purposes. It also provides proper work
station support to the members (Katyal and Mishra 2014). Additionally it also provides proper
support to the servers. Through regular server maintenance, the system logs and all backup can
be monitored accordingly. Whether the adopted resources are utilizing accurately or not are also
measured easily with SLA.
For Coast to Country Parks (CCP Club), the SLA is needed to be developed for the
following reasons:
 Onsite support can be achieved by the same technicians on a weekly basis
according to the created preliminary schedule (Juneja and Sharma 2014)
 It also includes all callouts those are emergency but non-scheduled
 It does not take any additional fee for the callout
 It provides proactive and reactive maintenance details of the CCP club
 It provides unlimited telephonic support and loan unites as well wherever required
 For all computing equipments, details insurance report are available
 From the remote support advantages, around 70%of the problems can be resolved
 For any additional EOS, discounts are available
 It also gives proper backup to data and security
From the overall discussion it can be said that, with the enlarged importance provided to
leisure, the demand for better quality travel accommodation is also increasing eventually
(Chraibi et al. 2017). Nowadays, vast changes are taking place and as a result the caravans are
replacing by privately owned caravan parks. However, the individually owned caravan parks did
not stand beneficial and contained many disadvantages as well (Busalim and Ab Razak Che

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Hussin 2015). Due to number of reasons these issues have been occurred and as a consequence,
most of the times the members collaborate together to develop a caravan park club. The travelers
often get additional benefits which helps to grab new members and also lock in existing
consumers. In the operations across Australia, many caravan parks are there such as Family Park,
top parks etc. These give high competition to chemist shop, hotel liquor shops etc that are
independent in nature but completely joined together and in many case each of these chains
might have loyalty cards (Sharaf and Djemame 2015). Another park named as Coast to Country
Parks (CCP) was there in Australia.
Conclusion
The aim of this park is to provide common services and loyalty among the community
team members. In addition to this it also serves available accommodation to the members of the
club. For service management there is an ad hoc approach provided by all the IT support staffs. It
can be said that, Service Level Agreement (SLA) provides proper guidelines, negotiation and
consensus building approach to the consumers. From the CCP project perspectives. Before
collaboration, Vendors Service level agreement should be prepared to make the club measurably
profitable.

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References
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service-level agreements through standards. IEEE Cloud Computing, 2(3), pp.32-40.
Katyal, M. and Mishra, A., 2014. A comparative study of load balancing algorithms in cloud
computing environment. arXiv preprint arXiv:1403.6918.
Busalim, A.H. and Ab Razak Che Hussin, 2015. An Integrated Framework for E-Commerce
Cloud Service Level Agreement. In PACIS (p. 254).
Juneja, R. and Sharma, D., 2014. Service Level Agreement Comparison in Cloud
Computing. International Journal of Engineering and Management Research (IJEMR), 4(3),
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Chraibi, M., Maach, A., Meftah, S. and Harroud, H., 2017. Policy Based Context Aware Service
Level Agreement (SLA) Management in the Cloud. CLOUD COMPUTING 2017, p.132.
Sharaf, S. and Djemame, K., 2015. Enabling service-level agreement renegotiation through
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Zhao, Y., Jiang, H., Zhou, K., Huang, Z. and Huang, P., 2014, April. Meeting service level
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Binu, V. and Gangadhar, N.D., 2014, October. A cloud computing service level agreement
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