...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 (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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...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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...Question #1 When I was working in a small-sized project for my client, there arose a need to monitor, track and collect a lot of data based on the day-to-day progress of the work. It was decided that we build a dashboard application so that all those data can be fed into this application and we could draw meaningful interpretations from it. Building a dashboard-application was a project in itself and would require quite a lot of resources. Given the stringent timelines, I suggested the use of a dashboard tool that was readily available in the market. The client manager did not have an idea about it and so my delivery manager was not favouring this idea. I created a proof of concept and showcased how efficiently this can be done, but my manager did not accept it since it was a third-party tool. He insisted on creating an in-house tool for dashboard creation. Due to lack of support from my delivery manager, we had to drop that idea that could have significantly saved time and money for the client. Stakeholders Client organization, client manager, our organization, employees from client-side and company side working on this project, Dashboard-tool organization. Analysis The implementation of the solution using a third-party software was straight forward and the manager did not want to provide them an out-of-the-box solution. Rather than that, he wanted to create more opportunities by increasing the number of projects. While I understood his good intentions towards better profitability...
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...|Service : | |Original Release: | | | | |Last Review: | | Purpose This document describes the ITS Standard Production Support Plan. Service-specific details are defined in the appendix. Changes to this plan are not permitted unless negotiated and approved by signers referenced at the end of this document. Support Overview Scope This plan defines roles and expectations for operation of all ITS provided services. Production support needs that extend beyond the levels described here must be negotiated, approved, and detailed as exceptions in the provided template and attached to the plan. This document is not intended to define internal team procedures. Support Overview/Key Points ● All ITS services are supported using the tiered service model where tier 1 and 2 reside at the Service Center and tier 3 are the subject matter experts. ● Support groups are configured in ITSM which is the ITS support tool of choice. ● Incident, Problem, Change, Availability, Capacity, Release, and Knowledge Management processes will be utilized by all support teams and are defined at the organizational level. ● Monitoring...
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...Free ITIL™ Foundation Exam Paper 40 Questions – 60 Minutes Allowed. Minimum of 26/40 to Pass. With the Compliments of www.ITServiceSuccess.com Good Luck!! GIVE YOURSELF THE UNFAIR ADVANTAGE ! MULTIPLE CHOICE SECRETS FOR THE ITIL FOUNDATION EXAM This brand new exclusive eBook is packed full of proven strategies, techniques and tips to help ensure you give yourself the best chance possible to pass the ITIL Foundation exam first time. With 136 easy to absorb pages you will learn more than 30 step-by-step techniques to help ensure your ITIL Foundation exam success. This really is the ‘missing element’ from your Foundation revision and the perfect compliment to any training notes or study guides you may already have. This eBook contains essential information you need to know about how to pass the ITIL Foundation multiple choice exam. This information has been carefully selected, along with worked examples from the syllabus, to create this unique eBook. Written by a top ITIL Consultant who has proven these techniques time and time again with students he coaches. Across 12 content packed chapters you will learn: • • • • • • • • • • • • • The awesome 3-PASS answering strategy to obtain over 26 points Worked examples of ITIL questions and three mistakes you must avoid making! Exam jargon demystified: Stems, Options, Qualifiers and Modifiers – Revealed How to overcoming the challenges and pitfalls of the ITIL Foundation exam How Examiners actually create questions...
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...is more cost effective to have an external staff available to prepare process and file our state documentation than manage it internally,” she says. “As a result, our filings are compliant and submitted on time, we stay abreast of new policies that impact our employees in each state and all our records are available online in a secure environment. This has been the most beneficial outsourcing decision we have made.” 2. Define goals/metrics upfront. “Clearly define the outsourcing goals: cost savings, quality improvement, efficiency, augmenting skills,” says Adrienne Johnson, corporate communications manager, CorpInfo, which provides cloud, consulting, infrastructure and managed services. “Clarifying goals, needs and expected outcomes aids in selecting the right partner and outsourcing agreement.” “Set performance...
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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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...addition to other challenges like (1) the applications was legacy and obsolete which make it very difficult to integrate them and make them accessible from anywhere (2) each office implanted their own customized applications which make it complex to generate reports and reconcile it with other offices. After long discussion between the IT systems stakeholders and steering committee, below strategies have been adopted: 1. Run the IT as products and services not as cost center Previously the IT was treated as a cost center with a yearly approved fixed budget. This means each stakeholder should fight for his needs and the loudest party will win. Accenture adopted a completely different approach. Each IT output should be productized with price and priority approved by the steering committee. The stakeholder has the choice to select the product he wants and pay for it and he has to justify his needs and the expected ROI (Return of Investment). These products are benchmarked with other equal organization in terms of price and service level. 2. One platform vs. Muti-vendor solution The company was having the option to either...
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...The Sourcing Of Outsourcing — Presentation Transcript * 1. The Sourcing of Outsourcing Sourcing 2007: May 1 * 2. Why is outsourcing happen? Micro Drivers • You have the opportunity to reduce costs by 20% to 40% • Increasing accountability and improving services • Access to World Class capabilities • Shifting from relatively fixed to variable costs Macro Drivers • Shifting focus to strategic business objectives • Transforming your business through innovation • Being agile and ready to respond to market change: M&A , growth, divestitures, etc. 1 * 3. Global Trends Global Birth Rates Global Birth Rates ChinaPotential Player – Offshore IT services market in China will continue per 1,000 population: per 1,000 population: Eastern Europe: : China: : Potential Player – Offshore IT services market in China will continue China China 13.25 13.25 Eastern Europe to show aggressive growth over the next few years. BPO is a less mature Regional Player – to show aggressive growth over the next few years. BPO is a less mature India India 22.01 22.01 Regional Player – industry in China. English skills are being developed in government supported Large English- industry in China. English skills are being developed in government supported Philippines Philippines 24.89 24.89 Large English- programs to ensure further growth. Core competencies: low-end PC-based speaking educated programs to ensure further growth. Core competencies: low-end PC-based USA USA 14.14 14.14 speaking educated...
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...Analysis of Companies, Select a Company Introduction of Client Company (Super Bank) Client Company is a financial institute named as Super Bank which serves their customers on daily basis via several nationwide branches and their ATMs accordingly. As discussed in last assignment, the current data service provider’s poor performance is badly affecting the company business and so an initiative has been taken to introduce a new service provider for smooth and seamless operation of Super Bank. Super bank has currently 100 nationwide branches and 50 ATMs and their Head office is located in Lahore. Following are some of the departments which are included in the completion of their new project, as they have to search a service provider that has to satisfy their specifications. 1. Network Support Department (NSD) This department includes the professional network Engineers which are monitoring the network of all the branches with Head Office. Link of each branch is monitored via NMS (Network Management System) ORION. Department contains a Head of Department, Manager Networks, an Assistant Manager Networks and Network engineers. So this team has to be familiar with the new data services provided by a provider and their devices which will be placed in each branch. 2. System Support Department (SSD) System engineers in this department are responsible for overall maintenance of the internal network of each branch i.e LAN side. They are divided among regions and require travelling...
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...Smith’s Information Services, Inc. BPO and Cloud Computing Analysis Version 0.1: January 26, 2014 Presented by: Renee Bonds Client approval: Pending Note whether your case study needs to be ready in time for a specific event: Date: 1/26/2014 Event: Executive Monthly Meeting My Company Information Branch | Smith’s Information System | Address | 125 South Main Street | City, state, ZIP Code | Lexington, Massachusetts | Phone number | 339-555-2300 | Fax number | 339-555-2323 | Contact name | Bob Smith | Title | CEO | Phone number | 339-505-2600 | Fax number | 339-505-2501 | E-mail address | bobsmith@smithserv.com | Solution group | Under Investigation | Solution offering | Data Center | Project name or title | Present potential vendor choice | Customer Profile Industry | Marketing | Annual revenue | $2 Billion | Contact name | Renee Bonds | Title | CIO | Phone number | 832-505-2600 | Fax number | 832-505-2501 | E-mail address | reneebonds@hotmail.com | Analysis Analysis prepared for Smith’s Information Services, Inc. Company Profile Smith’s Information Services, Inc. is among the leaders in data collection of consumer information. Headquartered in Lexington, Massachusetts – Smith’s has as impeccable record in providing the stabilization of consumer data. * Annual Sales: $2 billion * Primary Line of Business: Sales in Consumer Information * * Management Directory: * Bob...
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...The interest for offshore IT sourcing is now an irreversible trend and is regarded as a business necessity. Thousands of western firms are conducting IT-activities in countries such as India, Russia or China. Companies across the globe are capitalizing on offshoring to achieve business competiveness. In the last 3 years or so, offshore IT has assumed new forms to include offshoring of business processes. Offshoring of IT is intensifying and firms are strategically leveraging offshore capability and the structural cost savings, while also focusing on deriving operational innovation. Robust models and quality and project management processes are employed to unleash the benefits of offshore IT. The same complexities and challenges still exist, some even growing in their scale and assuming new dimensions. Although many refined and proven managerial and organizational practises and technological tools and infrastructures, are now available, the challenges and constraints involved in managing offshore IT are far from gone. The art of managing offshore IT work is still evolving While there exist tangible and high visibility benefits of offshoring IT operations, they come along with certain riders. We will look at certain hidden costs that have the potential to either reduce savings considerably. Companies that want to succeed in offshoring, shall avoid the below statements. Pursuing the Low-Cost Worker: Offshoring is not only about sending processes to places that will execute at low...
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...resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. In simple words the computational resources such as applications, database, file service, email etc. are provided to the user not using the user’s computer but using a simple system containing just the operating system & the web browser or in some cases using a simple login where the processes occurring on a network of computers far away. cloud computing frees users from certain hardware and software installation and maintenance tasks through the use of simpler hardware that accesses a vast network of computing resources (processors, hard drives, etc.). The sharing of resources reduces the cost to individuals. Cloud computing describes a new supplement, consumption, and delivery model for IT services based on Internet protocols, and it typically involves provisioning of dynamically scalable and often virtualized resources. It is a byproduct and consequence of the ease-of-access to remote computing sites provided by the Internet. This frequently takes the form of web-based tools or applications that users can access and use through a web browser as if they were programs installed locally on their own computers. Typical cloud computing providers deliver common business applications online that are accessed from another Web service or software like a Web browser, while the software and data are...
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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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