Comprehensive Analysis: SLA, Campus Visit, and Business Strategies

This report provides a comprehensive analysis of Service Level Agreements (SLAs) within a business context, including a case study of an IT support team evaluating SLA functionalities. It examines the importance of SLAs in ensuring service quality, customer satisfaction, and financial stability, and the impact of Service Level Objectives on internal business processes. The report includes findings from a campus visit, assessing infrastructure, IT support, and service delivery, and offers recommendations for improvement. It also addresses key concepts such as help desk tickets and business consulting strategies, including understanding client needs and change control. The report concludes with a discussion on the benefits of SLAs and the importance of continuous review and legal considerations in SLA implementation. This document is a student's contribution to Desklib, a platform offering AI-based study tools.

ASSESSMENT TASK 1
ANALYSIS ON SERVICE LEVEL COMPARISON
Abstract
Service Level Agreement in any business organization provides the best platform where
customers get better service, in most cases, it helps the business to retain the customers11. With
the current trend in technology advancement, Organizations have to adopt SLA because of
numerous benefits that are associated with it. Failure to agree with SLAs may lead to a financial
crisis for the service provider due to a misunderstanding between the business and the customers.
The queries formulated needs to be precise for easy understanding. This analysis on service level
comparison takes on a business case where IT supports team evaluated Service Level Agreement
functionalities. The services of SLA guarantee what the transaction need will be delivered.
Findings
For any system to be developed and implemented, the service provider and the targeted
customers must have a clue on the impact of numerous Service Level Objectives to the internal
business processes. After analyzing critically a number of observations including the state of
service availabilities, time response costs to incur for repairs, dispute determination and
influence on the service delivery.
Business processes consist of many web services, these services are essential for the daily
activity of the business. When SLA implemented, It is noted that the whole process represents
the operation of one web service while each of the events represents the operation of the
1 Norris, John, and Lourdes Ortega(2003):716-761

supplier’s web services, in this scenario two sides are from the supplier's side and the customer's
side. This composition enables the organization to have a clear view of the activities.
With new technology, business outsources functionalities that provide concentration on their
own areas of expertise. Service quality data are important for customers to make choice while
selecting web service to create new business functions, it needs to evaluate SLI data before
selecting the provider of the service22. Customers should have knowledge of the impact of
various Services level objectives in its internal business process. The skills are important because
it helps the manager to evaluate all information about the system.
Collaboration in the business is essential, through teamwork the skills of the workers are
building and the service delivery is best for the image of the company. With dynamic changes in
the business market, the management needs to put in place measures to attract more customers
through better services, It was observed that mechanism of registration and discovery of services
are needed to be put in place, it is important to understand what are the statistic attributes and the
dynamic attributes of the service. The dynamic issues keep on changing with time, the businesses
need to respond in a timely manner to allow the customers have full access to the business by
having their concern evaluated and solutions obtain within then stipulated time limit. In addition,
the following need to be evaluated every time in a while; the average time for the transaction,
SLA violation rate for the services, reliability, have service available, level of user to
differentiate service rating, Partner services rating, cost of the service and the level of control the
service provider. (Sakas & Konstantopoulos, 2010)
2 Journal of Systems and Software 86, no. 9 (2013): 2276-2293

Conclusion
Technology affects the business growth, the web base application like SLA are becoming
very essential for the business to operate, Automatic access is important for any market research
carried out by the company33. The study focus on the task evaluation by the IT department in
ensuring the SLA is well implemented. It is suggested that having SLA negotiators give a clear
vision of advantages the business stand to gain if the System is well implemented
Assessment Task 2
3 MIS quarterly (2009): 119-145

Checklist for the Campus visit
STEP 1: PRE- PLAN
 Check with the team and the rest the manager and the rest of the team if they are willing
to participate in the site visit
STEP 2: PLANNING THE VISIT
 Decide how many members to take to the site visit
 Calculate the expenses require to make the visit successful
 Schedule every event by proper allocation of time for each event.
 Put all tools required in place include writing materials and recording equipment
STEP 3: ISSUING OF THE INVITATION AND PRE-VIST
 Write to the campus about the visit and stating clearly the aim of the visit
 Conduct a pre-visit to familiarize with the place
 Follow up the invitation request to make sure all is set
STEP 4: ACTUAL VISIT
 Work jointly with the Campus staff for clear direction and any assistance
 Ensuring that the individuals fill well the questionnaire and relevant data are collected.
 Record the visit by taking pictures and recordings
STEP 5: FOLLOW UP
 Follow on any question remain answered
 Report back to the manager on how the visit was

 Maintain contact with the Campus visited
Notes on Infrastructure review
• Classroom floor not in a good state with holes and it looks like it was not clean regularly.
Proper follow cleaning needed to be done.
• Sockets in the classrooms were not in function for a long time, the concern people need to
have checkups to ensure all the socks functions well.
• The Internet servers were not installed properly and properly safeguarded. The authority
needs to take care of the internet equipment.
• Students complain about poor network c4overage with constant breakups, the management
should heavily invest in the internet as it forms a basic part of academic
• The IT support seems to be inactive it takes time for a fault to be repaired.
(Lee & Ben-Natan, 2002)
A report on the Campus visit
Introduction
4 John Wiley & Sons, Ltd, 2005.

To evaluate the impact of SLA in the Campus, the team composing of IT experts was able to
visit one of the Campuses5. The main aim was to investigate the infrastructure in order to assess
whether the SLA was followed in carrying out the operations. (Mackey & Alison, 2007)
Findings
The team was able to find out that the service suppliers did not perform their task as per SLA,
the classroom floor was in bad state. The contractor did a shallow work by using poor quality
materials that could not last for more than a year according to the management of the college.
The cleaners also did not do a good job in making the classroom conducive for lessons. The
cleaning agency lack proper management of its worker.
The IT department was very reluctant in performing their work; most Internet cables were all
over the server rooms no proper arrangement. Most computers in the computer labs were not
functioning and a number of them were not connected to the internet. Despite all the workers in
the college having signed job evaluation documents, most workers were lazy in conducting the
job effectively.
The teams were also able to visit the college hospital to evaluate the pharmacy and analyze the
drug supplied to the school hospital. It was realized that most drugs supplied were almost
expiring. The equipment was also of poor quality like beds, utensils and much medical
equipment were of low standard. The nurses available at the time of visit could not account for
the huge amount of funds that were allocated to the hospital every financial year.
The SLA between the college and food and beverage company was not followed accordingly,
the supplier complains of late payment of the service offered to the university, the school, on the
5 Lightbown &Patsy (2000): 431-462.

other hand, complain of poor service offered by the supplier and delay. There was huge
misunderstanding leading to the shortage of food in the college as complained by the students.
The security agency was not delivering its service adequately as most students complain of
being rob. The school also raised the issues of items being lost and a lot of damages which incur
a lot of finance in repairing. The security raised the issue of being underpaid and lack of enough
equipment provided by the college6.
Recommendations
The team was able to recommend some issues accordingly that could help in
• Strict punishment for those that don’t follow the SLA
• Constant review of the SLA, this will ensure both parties are reminded of their duties
• At the end of the contract, the agreement be reviewed to ensure all things are set
• Involve legal advice will signing SLA
Conclusion
Most companies have SLA that helps in the running of the activities. This SLA has been of
benefit but to get the best out of this constant reviews need to be put in place in ensuring that
both parties are satisfied. In accordance with the law having such agreement is important because
it played a big role when finding justice in court if a misunderstanding occurs.
6 Clinical psychology review42 (2015): 47-61.

ASSESSMENT TASK 3
Q1. What is an SLA? Why should an organization have an SLA in place?
Answer
Service level agreement is any form of contract that is made between the service the client
who is the end user7. The agreement is mutual and both parties stand to gain according to their
set objective. The agreement includes statements from concern parties, responsibilities, time
durations for the agreement, procedures, and penalties. When an organization adopts the SLA it
stands to gain the following benefits;
The service level agreement removes doubts and confusions, by having SLA parties concerned
will work with confidence because the legal document that is signed by both parties is
maintained, The documents act as a proof of partnership and one is sure to get all the rights that
are required. (Papazoglou &Mike, 2003)
It set the boundaries, each party involved have the limit to which it cannot be exceeded as set
by the SLA. The supplier has a clear overview of the role that must be observed and not expose
the business the competitors in the market can gain ideas king the business facing market crisis
hence the supplier must not access secret of the business.
7 Ibm corporation (2003): 815-824

Quality and quantity standards are observed. Specific measures are agreed upon where the
supply is ready to provide and the end users are willing to pay for it. The market rules and
government policy need to be considered to ensure in operate within the law.
Security and harmony are assured. When misunderstanding arises, one can sue the partner and
have justice be done in accordance with the law. The SLA can act as a security when obtaining
credit assistance. Credit assistance is very important mostly when there is a change in the
economy affecting the operation of the business. (Keller & Heiko, 2003)
Q2. Briefly describe the concept of help desk tickets.
Solution
Helpdesk tickets are basically documents which are issued to support staff or users to
communicate or identify the status of the users’ request. It contains particular serial numbers in
that small card8. These tickets save time because it brings order by allowing users to be called
and issue their query. With new technology, businesses have adapted the help desk tickets which
make the operation more efficient for the customers and the staffs who have quality time to save
the customers fully. (Govindarajulu, 2002)
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)
Solution
8 Bruton, Noel. How to manage the IT help desk. Routledge, 2012.

The role of a business consultant in any business is to work with the clients on strategies;
planning and helping clients develop business skill9. As an external consultant one need to have
the following strategies; have the ability to see beyond the state of the market, be able to look for
best solutions. (Simon & Schuster, 2001)
Another strategy is to interact with the workers for example in the shoe manufacturing industry
one needs to socialize with workers and get their views on the challenges they go through and
advice the management.
Time management is another factor where each event needs to be scheduled to save time by
proper planning set time to interview workers and management.
Acquire all the necessary tools in order to conduct the task, proper organization is important to
any task to be effective.
Q4. Explain what is meant by ‘change control’
Solution
Change control is a methodical tactic in managing all changes made in the system of an
organization10. The main aim is to ensure no unnecessary changes are made, it ensures
9 Cengage Learning EMEA, 2010.
10 Kotter, John P. Force for change, 2008

documentation and resources are efficient. (Turner, J 2008) The process is usually done in a
sequence of phases happening from the initial stage. In IT environment these changes include the
addition of more features in the applications, installation, and upgrading of network equipment.
The following steps are adopted in IT department of an organization;
• Documentation or recordings are done as a provable in the assessment
• Formal assessment involves an explanation of the changes and risk of taking certain changes.
The request to undertake a change needs to be accepted before the actual change is implemented
• The team carrying out the changes need to plan and take every responsibility that may arise
• Implementation and review, every step need to research before changes are done
• Final valuation, the customer needs to be satisfied with the services offered, testing can be
done at this stage
Q5. Describe how as an external consultant you could obtain detailed knowledge of a system that
is modified.
Solutions
In order to check for a modified system, one should look widely on the features of the system
by analyzing each part11. By comparing the recent working of the system and how the staffs work
with the system one identify a big change. Most workers will have difficulty working with the
system because of features which may seem they do not have adequate skills or know how it
works.
11 Scandinavian Journal of Management 24, no. 1 (2008): 1-16.

One can also identify a modified system by checking on the programs and the features of
the system, for the recently installed system one can easily check through the system by looking
at the history of the system and single out the part that is not mostly used as people take time to
work with it.
For the Computer software, one can operate on the window search. The system has the
capability of displaying a new entity on the drives based on the dates and identifies the most
recently created files. One can also perform a random search on the system by also administering
questionnaires to the staffs of the organization this is only done after following the right
procedure to interview the workers (Ifinedo, 2008)
Q6. Give an example of a failure in capacity planning
Solution
Capacity planning is the actual procedure to determine the productivity level that an
organization needs to reach to meet the dynamic demand for a product12. In order to meet such
obligation, the company has to maximize on the amount of the work done daily. A failure
capacity planning is where the company don’t take keen look objective it set to achieve.
(Telkamp,2002)
An example of failure in capacity planning is when the following occur in the running of
the activity; Imperfect data- one can work with information that is not correct giving the wrong
impression hence leading to failure the planning. Lack of common goal in the management of the
organization leads to the failure because nothing can take place in misunderstanding
environment. As a result, improper use of funds arises leading to the closure of the activities. The
12 Computers & Operations Research 34, no. 2 (2007): 367-394.

plan that fails is not feasible and fails to make informed decisions. The customers will lack
quality services leading to low output than expected.
Q7. Give an example of a business context development that forces change on many businesses
operating in that domain.
Solution
In modern days many businesses adopt many technological methods that enable them to
win more customers making it rip more benefits in terms of profits13. This advancement in the
market in brought about by improvement in ideas, initiatives, and unity within an organization.
In the mobile sector, Techno Company stands to one of the best phone manufacturers in the
world. The company put in measures good management and devoted workers too because of one
of the most used phones in the world. The company has put in Customer care service desk where
Users can get information about the phone prices, also it provides warrant to its products making
many people buy ( Pearson, 2016)
Q8. Give an example of a business schedule requirement that must be satisfied.
Solutions
A business requirement is any activity that must be performed to make the business a
success. With dynamic changes, technology business must evaluate its requirement to make it6
competitive in the market14. One of the key business schedule requirement is workers. Without
13 Baltic Journal of Management 4, no. 3 (2009): 318-330.
14 Information systems management 23, no. 4 (2006): 31-36.

the workers, the business cannot perform because they involved in the daily operation of the
business. Workers are part of the stakeholders in the business.
Competitive staffs have skills to deliver good service to the business making the
company to improve its outputs. Making the right worker schedule is important since it ensures
right capitals are in order at the appropriate time. The needs of the labors must be fully satisfied
including the working conditions, wages, and welfare. (Bateman, Thomas & Scott Snell, 2011)
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