BIT352 Systems Implementation: Service Level Agreement for CCP Club

This report provides a comprehensive Service Level Agreement (SLA) for the Coast to Country Parks (CCP) club, detailing crucial aspects such as the service catalog, SLA requirements, and potential implementation issues. The service catalog outlines key elements like service name, description, availability, target availability, backup procedures, service owner, service representative, service criticality, and specific service requirements. The SLA requirements section defines the expected service levels, metrics for measurement, and mitigation strategies for instances where agreed-upon service levels are not met. Implementation issues are addressed, highlighting challenges in providing reliable service in line with the SLA and monitoring its fulfillment. The report emphasizes the importance of clear communication, well-defined responsibilities, and effective synchronization between employees, customers, and the organization to ensure the successful implementation and maintenance of the SLA, ultimately fostering member loyalty and efficient service delivery. Desklib offers similar solved assignments and study tools to aid students in their academic pursuits.

Running head: SERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT
Name of student
Name of university
Author’s note:

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Table of Contents
Introduction....................................................................................................................2
Discussion......................................................................................................................2
Service catalogue.......................................................................................................2
SLA requirements......................................................................................................4
Implementation issues................................................................................................5
Conclusion......................................................................................................................5
References......................................................................................................................7

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Introduction
This report aims to provide the Service Level Agreement for the CCP club and
discuss the aspects of the SLA for the organisation. A service catalogue is provided in this
report along with the SLA requirements. The implementation issues of the SLA is detailed in
the report. At last, the report settles with a suitable conclusion for this report.
Discussion
Service catalogue
Service name: The service name must state terms using which the service is denoted
to by club as well as it includes all the terms mentioned to by the IT community. Frequently,
the service names might differ among the IT community and the business (Laplante 2017).
The documenting of the service name eradicates all the misunderstanding that might happen
around names or name of any service. The CCP club must clearly define the services that the
club aims to provide for eliminating any confusion among the IT community and the business
community.
Service description: The description of the service must be written using simple
means that could be understood by all the persons connected to the club. The description
must be concise and accurate defining only the service name.
Availability: The information of the critical period the change management with the
regards of authorising and then scheduling the Request for Change. The data of availability
must contain the details related to availability of service both along the hours as well as the
data by declaring the obvious exemptions. The critical periods for service to business must
also be stated clearly (Ghavimi and Chen 2015). If it is known, amount of the business users
who could utilise this service must also be stated clearly and this helps with the knowledge of

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the probable effect of availability of this service. Additionally, it could focus all the minds of
personnel of support in the department of IT and therefore is could encourage the prompter
recovery of service when it is unavailable and it also ensures the occurrence of the changes
are executed at the times that are acceptable to business and with the minimal risk and impact
to service level agreements and the service (Kuzlu, Pipattanasomporn and Rahman 2014).
The CCP club must provide the details of services that are provided to the members of the
club and the extent to which the services could be used by the members must also be
provided in detail.
Target availability: This must be reported upon along with the details of where Target
availability is whether not being achieved and the issue could be mitigated by the instigation
of the Service Improvement Programs. A significant consideration must be provided to the
inclusion of the target accessibility that the IT department is aiming to accomplish. (Taleb et
al. 2015).
Backup: The frequency along with the type of the backup must be stated clearly for
allowing the senior members to understand the requirements clearly. The CCP club must
define the backup of the services if any of the services is effected in any manner.
Service owner: This is the person in the organisation who have been tasked of
providing the required funding for all the services. (Perera et al. 2014). The CCP club senior
management comprises of this individual who has been tasked to offer the required funding
to maintain the proper working of the services. Additionally, Service owner offers the better
understanding along with the respected to the level of the service that is currently being
delivered and the services that are required in future.
Service representative: Individual who is the service representative offers the focal
point for the communication among the business community and the IT department. This

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communication must be both ways and it permits the IT and the business to cooperate
effectively in cooperation (Mahadevan et al. 2014). Finally, it can be understood that service
representative offers the invaluable connection among the business community and the IT
department.
Service criticality: The business determines the criticality of service. There are some
categories of service as well as the equivalent criticality of the services of organisation that
includes the Mission critical, business operational, business critical and the administrative
services. It is important to understand the sequence by which the services must be recovered
during the situation of any kind of disaster.
Service requirements: Service representatives offers the focal centre point for the
communication among business community and IT department. This communication must be
twofold pathways and it permits the IT and business cooperate in efficient partnership. This
involves the provisioning of the constant updates to Service representative when any major
outages occurs and the involvement in the decision making from the Business representative
(Blendin et al. 2014). The representative of the Service of CCP club would be accountable for
the dissemination of the status of the service to all the associates of the service community.
SLA requirements
The SLA provides the definition of level at which the service is anticipated from the
dealer, by placing the required metrics using which the services is being calculated and the
strategies for mitigation or the consequences must the agreed-on levels of service has not
been attained. This is mostly critical for the contract among the club member and the
authority. The clear metrics are stated, along with the responsibilities and the expectations are
stated in event of any concerns from the service, none of the parties could plead any

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ignorance. For defining the SLA contract among both of the actors, any efficient SLA must
contain these following information:
 The responsibilities of SP and the customer. For the instance it could define the
person who would be responsible of monitoring the software and the hardware of
the CPE or the Customer Premise Equipment.
 The procedures of SP has to be invoked for violation of the SLS guarantees.
 The discounting policies and the service pricing that has to be applied for the
situations when the commitments of the SLA are not fulfilled.
 QoS commitments and the service description. This particular part is commonly
referred as the SLS part. It might address the vast range of the services that
includes the voice and multimedia, IP VPN and the mobility.
 Efficient reporting to customer. The reporting about the quality of the services that
are delivered.
 Any other feature must be defined effectively like the ability to be provided to any
customer for changing some parameters settings of the SLA.
 The services that are provided by the CCP club could be availed by the members
with the strict compliance with the service level agreement.
Implementation issues
The CCP club might face the implementation issues if any of the services are not
completely fulfilled in the SLA. The main challenge while implementing the SLA is the
providing of the tools/means for the reliable provisioning of the service in the line with SLA
that is established with service customer and the for the reliable monitoring of the SLA
fulfilment while the usage of the service for reacting swiftly in the situation of any kind of
unsatisfactory performances and probably anticipate the decrease of the performance
(Ardagna et al. 2014). There could the issues with the employees and the customers of the

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organisation and the effective synchronisation might not be achieved by the organisation that
could lead to the failure of the SLA. The SLA might not be providing the exact service that
was discussed earlier and it could lead to protest against the implementation of the Service
Level Agreement.
Conclusion
Therefore, the CCP club could implement the SLA for maintaining the services
efficiently in the organisation and maintain effective loyalty of the members of the club. The
service catalogue comprises of Service description, Service name, Service owner, Service
representative, Target availability, Backup, Availability, Service criticality, and the Service
requirements. The main challenge while implementing the SLA is the providing of the
tools/means for the reliable provisioning of the service in the line with SLA that is
established with service customer and for the reliable monitoring of the SLA fulfilment, the
SLA requirement includes the procedures of SP has to be invoked for violation of the SLS
guarantees, the discounting policies and the service pricing that has to be applied for the
situations when the commitments of the SLA are not fulfilled, and the efficient reporting to
customer, and the reporting about the quality of the services that are delivered.

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References
Ardagna, D., Casale, G., Ciavotta, M., Pérez, J.F. and Wang, W., 2014. Quality-of-service in
cloud computing: modeling techniques and their applications. Journal of Internet Services
and Applications, 5(1), p.11.
Blendin, J., Rückert, J., Leymann, N., Schyguda, G. and Hausheer, D., 2014, September.
Position paper: Software-defined network service chaining. In 2014 Third European
Workshop on Software Defined Networks (pp. 109-114). IEEE.
Ghavimi, F. and Chen, H.H., 2015. M2M communications in 3GPP LTE/LTE-A networks:
Architectures, service requirements, challenges, and applications. IEEE Communications
Surveys & Tutorials, 17(2), pp.525-549.
Jula, A., Sundararajan, E. and Othman, Z., 2014. Cloud computing service composition: A
systematic literature review. Expert systems with applications, 41(8), pp.3809-3824.
Kuzlu, M., Pipattanasomporn, M. and Rahman, S., 2014. Communication network
requirements for major smart grid applications in HAN, NAN and WAN. Computer
Networks, 67, pp.74-88.
Laplante, P.A., 2017. Requirements engineering for software and systems. Auerbach
Publications.
Mahadevan, P., Uzun, E., Sevilla, S. and Garcia-Luna-Aceves, J.J., 2014, September. CCN-
krs: A key resolution service for ccn. In Proceedings of the 1st ACM Conference on
Information-Centric Networking (pp. 97-106). ACM.
Perera, C., Zaslavsky, A., Christen, P. and Georgakopoulos, D., 2014. Sensing as a service
model for smart cities supported by internet of things. Transactions on Emerging
Telecommunications Technologies, 25(1), pp.81-93.

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Pohl, K., 2016. Requirements engineering fundamentals: a study guide for the certified
professional for requirements engineering exam-foundation level-IREB compliant. Rocky
Nook, Inc..
Taleb, T., Corici, M., Parada, C., Jamakovic, A., Ruffino, S., Karagiannis, G. and Magedanz,
T., 2015. EASE: EPC as a service to ease mobile core network deployment over cloud. IEEE
Network, 29(2), pp.78-88.