...A Service Level Agreement for Provision of Specified IT Services Between Finman Account Management, LLC, Datanal, Inc., and Minertek, Inc. 1. Period of Service The service level agreement (SLA) is for a period of three years, commencing on July 1, 2011, and concluding on June 30, 2014, with provision for renewal and extension and/or changing of features or functionality upon agreement of all parties and contingent upon satisfactory fulfillment of specified services, as determined by semiannual review. In addition, Finman may change, discontinue or add Service Level Agreements from time to time. 2. Parties to the Agreement Finman Account Management, LLC, employs more than 9,000 professional staff in 70 offices located in 20 countries and realizes gross income of nearly $4 billion annually. Finman provides a range of business management services and takes particular pride in staying abreast of information technologies, trends, and applications—particularly those that help control costs, eliminate overlap, and enhance efficiency and productivity. With more than 50 years experience in business management, Finman has gained a broad and deep understanding of their own and their customers’ resources, needs, and growth potential, particularly in the present rapidly evolving and expanding IT environment. After meticulous review, Finman has determined that with the assistance of the above-named firms, Finman will be positioned to significantly improve and expand its...
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...1 SERVICE LEVEL AGREEMENT(SLA) AND SERVICE MANAGEMENT 1.1 DEFINITION A service is a ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Service management is a business strategy that aims to upgrade the services that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. In order for a service to continous meet customers needs it must be managed this is because technology is always changing so as business environment due to this fact customers need will always vary time to time. The service level agreement can be defined as the contract between the service provider and customer that specifies number of measurable terms describing the quality, perfomance, Availability of the service, priorities,obligation of invloved parties,type of the service provided and mode of provision, The schedule for notification in advance of network changes that may affect users. Most common companies uses Service Level Agreement are in :- Telecommunication companies IT service providers Internet Service Providers (ISP) outsourcing. Most recently,Information System departments in organization has adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the organization) can be measured and justified. The service level agreement...
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...SLA Matrix Service Request Matrix Change Order Table | Category to Assign | Resolution SLA | Description | Acct.Applications | 2 Bus Days | Account Creation CSS | Acct.Applications.CDM | 2 Bus Days | Account Applications CDM | Acct.Applications.DR Avenue | 2 Bus Days | Account Creation DR Avenue | Acct.Applications.PFX/ECS | 2 Bus Days | PFX/ECS | Acct.Email.Other | 2 Bus Days | Account Email | Acct.New | 2 Bus Days | Account Creation Active Directory | Acct.Term | COB | Security Employee Termination | Acct.Transfer | 5 Bus Days | Account Transfer requested | GSP.Kronos | 2 Bus Days | GSP Kronos | Hardware.Moves | 5 Bus Days | Hardware PC Moves | HW.Blackberry.New | 5 Bus Days | Phone New Blackberry | HW.Cellphone.New | 5 Bus Days | Phone New Cell Phone | HW.Moves | 5 Bus Days | Hardware Moves | HW.Network.New | 60 Days | Hardware New Network device | HW.PC.New | 5 Bus Days | Hardware New PC | HW.PC.Peripherals | 5 Bus Days | Hardware PC Peripherals | HW.PC.Refresh | 5 Bus Days | Hardware PC Refresh | HW.Phone.New | 5 Bus Days | Phone New Telephone | HW.Printers.New | 5 Bus Days | Hardware New Printer | HW.WirelessCard.New | 5 Bus Days | Wireless Aircards | LEH.Acct.Applications | 2 Bus Days | LEH Account Applications | LEH.Acct.New | 2 Bus Days | LEH Acct New | LEH.Acct.Term | COB | LEH Account Termination | LEH.HW.Blackberry.New | 5 Bus Days | LEH HW Blackberry New | LEH.HW.PC.NEW | 5 Bus Days | LEH PC New | LEH.HW...
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...Service Level Agreement (SLA) for Customer by Company name Effective Date: 10-08-2010 |Document Owner: |Company name | Version |Version |Date |Description |Author | |1.0 |10-08-2010 |Service Level Agreement |Bob Smith | |1.1 |15-08-2010 |Service Level Agreement Revised |Dave Jones | | | | | | Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) |Approvers |Role |Signed |Approval Date | |Company name |Service Provider | |14-08-2010 | |Customer |Customer | |14-08-2010 | Table of Contents 1. Agreement Overview 3 2. Goals & Objectives 3 3. Stakeholders 3 4. Periodic Review 4 5. Service Agreement 4 5...
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...A Service Level Agreement for Provision of Specified IT Services Between Finman Account Management, LLC, Datanal, Inc., and Minertek, Inc. 1. Period of Service The service level agreement (SLA) is for a period of three years, commencing on July 1, 2011, and concluding on June 30, 2014, with provision for renewal and extension upon agreement of all parties and contingent upon satisfactory fulfillment of specified services, as determined by semiannual review. 2. Parties to the Agreement Finman Account Management, LLC, employs more than 9,000 professional staff in 70 offices located in 20 countries and realizes gross income of nearly $4 billion annually. Finman provides a range of business management services and takes particular pride in staying abreast of information technologies, trends, and applications—particularly those that help control costs, eliminate overlap, and enhance efficiency and productivity. With more than 50 years experience in business management, Finman has gained a broad and deep understanding of their own and their customers’ resources, needs, and growth potential, particularly in the present rapidly evolving and expanding IT environment. After meticulous review, Finman has determined that with the assistance of the above-named firms, Finman will be positioned to significantly improve and expand its services to its existing customers and compete more effectively nationally and internationally. Datanal, Inc., was established by five IT entrepreneur...
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...1. The rationale for “licensing products of service,” came from a book The Ecology of Commerce by Paul Hawken. The book proposed that rather than providing a manufactured product, a company should develop long-term service licenses with customers (pg 6). In general, the logic supporting this reasoning results from the service provided by a product, rather than the product itself. Furthermore, rather than selling carpets to customers, Interface would be able to provide a service. 2. Anderson’s vision was motivated by a desire to pursue sustainability, while developing a company that would continually grow and succeed. He sought to make lasting contributions to the environment, by avoiding doing harm to the earth, yet still maintaining a prospering bottom line. Additionally, his vision consisted of becoming the world’s first sustainable corporation and restorative company (pg.3), through development of a new functional business model. The Evergreen Services Agreement (ESA) was designed to provide sustainable development, while keeping used carpet materials out of landfills. Furthermore, the ESA would provide an entirely new market of carpet services, which involved replacing and reclaiming worn or used tiles. This would reduce costs, increase...
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...and operational excellence. In order to provide excellent service at a minimal cost, Williams-Sonoma needs to comply with the service level agreements. Business continuity is like any other service that a supplier provides to a consumer. The main components include: • a clear understanding of the supplier’s capacity to provide a service • a clear understanding of the consumer’s expectations of this service • a clear understanding of the limitation of each • a clear agreement that addresses all of these • ongoing management of the relationship based on that agreement (Smith, 1995) Williams-Sonoma needs to solve the service level agreement problem otherwise the organization will lose customers due to failure of accomplishing the promised delivery date. There are several resolutions that will help solve this problem. Tracking the service level daily, weekly, and quarterly will track the timeliness of delivery. In addition, by involving its employees and let them understand the importance of their job. This process can be done by incorporating and employing associate opinions survey, quarterly state of the site meetings, as well as other factors such as employee recognition. Williams-Sonoma would like to address the problem and set realistic goals that are attainable. Once the problem is completely evaluated and analyze, a positive return on investment will be beneficial. The adoption of service level agreements (SLA) will definitely contribute to achieving total quality...
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...SLA of GLOBAL ENTERPRISES Service Legal Agreement Global Enterprises Agreement Overview Service Level Agreement for a Company to employee new inductees or internally promote existing employees with the support and reliance of Human Resources to ensure legislative requirements are being fulfilled. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders. This agreement does not supersede current processes and procedures unless explicitly stated herein. Objective of the Agreement The purpose of this Service Level Agreement is to transparently identify and stipulate the roles and responsibilities of two internal stakeholders, a Manager and Human Resources when appointing and/ or promoting an employee. This document will clearly articulate segregation of duties for the proposed employee, the Company and Human Resources. Stakeholders The Agreement reresents the Primary stakeholders associated with this SLA: Manager: this individual is the Manager/ People Leader Human Resourcces Proposed Employee Parties in the Agreement Proposed agreement is letter of offer that stipulates position,working hours,pay structure,leave entitlements and probationary period. -Manager: contacts Human Resources for hiring the employess with specific requirements. -Human...
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...Example SLA Overview A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organisations, or different teams within one organisation. Contracts between the service provider and other third parties are often (incorrectly) called SLAs – because the level of service has been set by the (principal) customer, there can be no "agreement" between third parties; these agreements are simply "contracts." Operational-level agreements or OLAs, however, may be used by internal groups to support SLAs. If some aspect of a service has not been agreed with the customer, it is not an "SLA". SLAs commonly include segments to address: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement.[1] In order to ensure that SLAs are consistently met, these agreements are often designed with specific lines of demarcation and the parties involved are required to meet regularly to create an open forum for communication. Contract enforcement (rewards and penalties) should be rigidly enforced, but most SLAs also leave room for annual revisitation so that it is possible to make changes based on new information.[2] SLAs have been used since late 1980s by fixed line telecom operators as part of...
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...Introduction Bharti Airtel Limited is a major Indian telecommunications firm, with a particular focus on operating in the mobile services market. Founded in 1995, the company quickly tried to exploit growth opportunities arising from the liberalization of Indian telecommunication markets. The family owned business was soon able to generate profits and extend market shares. However, the pace of company growth challenges the firm in terms of being able to setup the necessary infrastructural elements, both within the firm as well as outside the firm. Therefore Bharti considers “reverse outsourcing” of IT infrastructure and network setup and maintenance to well-established firms from developed countries, such as IBM, Nokia and Siemens. This case analysis examines the proposed outsourcing deal both from the perspective of Bharti and from the perspective of potential vendors in order to find the most appealing solution for both parties. First, we talk about the success factors in the Indian mobile phone market and Bharti’s core competencies. Second, we will look into the outsourcing agreements outlined by Gupta and discuss the advantages and disadvantages of such agreements. Furthermore, we will discuss the question of how the contracts might affect Bharti’s core competencies. Third, we want to elaborate on the major concerns about entering in an outsourcing agreement with Ericsson, Nokia, Siemens and IBM respectively. Additionally, we propose some solutions to the problems identified...
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...durability and performance of equipments * To minimize the operation cost of the business * To get best services within a budget * To promote an exceptional safety and hygienic work environment * To experience state of the art services to maximize the efficiency of the business * To entrust the job to experts for professional execution * To experience a single point responsibility system * To experience a comprehensive approach to strategic facilities planning align with business objective. Fm outsourcing risks The following risks are typically associated with fm outsourcing * Critical service or asset failures * Service provider underperformance * Financial underperformance * Cultural rejection * Loss of knowledge * Labor risk MANAGEMENT ISSUE The decision to outsource or provide services in house must take into consideration both the capability of service providers and the effort required to manage them. An organization that takes the decision to outsource can delegate the direct supervision of work and service operatives to the provider. The role for the organization’s representative then becomes one of managing performance against service specification and Service Level Agreements (SLA). Organizations need to consider their approach to this new management role carefully. SERVICE SPECIFICATIONS: A service specification quantifies the...
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...Policy Framework, Service Level Agreement, Preference Policies, Aggregation Policies, Utility functions 1 Introduction The Service Oriented Architecture (SOA) paradigm has paved the way for a new service-oriented business model in which organizations can offer their core business capabilities as services for consumption by other organizations or individuals. These business services represent the corporate assets of the organization, and as such, are offered under well-defined terms and conditions with clearly associated costs as determined by their business policies. With a vision of offering everything as a service [6], cloud computing consolidates this service-oriented business model since it allows the application of the SOA paradigm across the complete IT Stack, allowing organizations to offer hardware, software, data, storage and network resources as services as shown in Figure ??. Logical collections of such services are referred to as service ecosystems [1] [2] with an underlying business model to optimally leverage these diverse, distributed and silo services to provide innnovative value-added products (or service-based applications [5]) over the Web. TO ADD MORE.... When consuming or provisioning services in a service ecosystem [2] [1], organizations establish business relationships with their counterparts. These business relationships are formally captured in Service Level Agreements or Service Contracts and include a description of the provided service, the usage terms...
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...Service Level Agreement 10/10/2013 Document Control Preparation |Action |Name |Date | | | | | Release |Version |Date Released |Change Notice |Pages Affected |Remarks | | | | | | | | | | | | | | | | | | | Distribution List |Name |Organization |Title | | | | | | | | | | | | ...
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...[Global IT outsourcing] 06/06/2015 {The RFP & Vendor Selection Process} Cody Dogan [Global IT outsourcing] 06/06/2015 {The RFP & Vendor Selection Process} R.F.P.: The Request for Proposal. This being the finishing topping of purchasing an organize group for years. The Computer tech are aware of the process, researching how much technicians would spend through RFPs. The simple process is a steady one that the customer jot down in their requirements and needs. The vendors are qualified, solicited and the customers would look for similarity and difference in vendors to ultimately pick the finalist. Basically the RFP issues the proposal which is checked slowly, vendor’s pic and create a contract to speak on what need to be done. You would also want to make sure of the safety involved in the process due to competition and customers feeling they all will get a good deal more than usual. This paper will break in some key points about RFP and vendors. * Research and describe the outsourcing feasibility study. Analyze and describe the use of the screen types in the feasibility process. First thing to wonder exactly what is a Feasibility Study? Well, it can be describe as a puppet process for detecting problems and chances, realizing objects, detailing situations, speaking the meaning of success outcome and organizing the range of cost and what you can get from it while being associated with several alternatives for solving a problem. It is used to help the choice-making...
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...Telecommunications Explanation of agreements Derek Helms Telecommunications is one aspect of needing a SLA. First off we need to understand what a SLA is. SLA is a Service Level Agreement. This is a contract between a service provider and a customer. When we say service provider most people think of internet or phone or cable, things of that nature. This is true they are service providers, they are parties outside a company that provide a service to the company or customer. The services provided may include dedicated leased lines, shared packet-oriented services, Web hosting services, off-site application management (i.e., ASPs), and off-site network management (i.e., MSPs). Also in the contract can be certain main points like The minimum bandwidth that will be provided The amount of burst bandwidth that the customer can use over the minimum and the charge that will be applied to that bandwidth. The amount of time the service provider guarantees the service will be up and running, usually a percentage such as 99.95 percent of the time (which translates to approximately 5 minutes per day off-time). If there is a mailbox that can be used then the percentage of time mailbox stores are mounted. Penalties for not meeting service requirements and equipment setup, on-site service assistance, and help desk support. (Spirovski, 2010) Also in the agreement the client agrees to accept specified exceptions to the general terms of the agreement. In each SLA, the service level must be precisely...
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