...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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...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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...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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...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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...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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...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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...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 defined;...
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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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...come to terms of agreement on what the other company can gain by converging there assets. The converging of these parties within the agreed terms based on service level agreements, form a business strategic alliance. Service Level Agreements (SLAs) and a given set of objectives define the terms of the alliance from each party. The author states that the terms are typically based on operation performance metrics to measure the terms of the success of the strategic alliance. 2) What percent of corporate Alliances are successful measured by the Cost of Capital. What are the reasons for such results? The intention and meaning behind a Strategic Alliance is for both companies to be more successful as partners in a joint venture more then they would have separately. The author of the article states that corporate alliances are a 50/50 chance of success and goes on through some reasons behind the lack of success for one or both parties. Much of the failure of one party or another is due to the traditional organization and management. The operational performance metrics, from the Service Level Agreements that form the terms in which the alliances are joined, are dated in nature because of the focus on meeting the metrics versus looking the overall strategy and vision. The lack of focus on the vision by company’s leaders causes them to manage their business individually and downwardly. Stemming through to middle management, then down to employee level. This management...
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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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...organization’s services and promote quality. It does this by telling customers the standards of service to expect, what to do if something goes wrong, and how to make contact. A Customer Charter/Code of Practice helps employees too, by setting out clearly the services their organization provides. Service charter is important because it is an ideal way of helping organization define what that service should be and the standard that should be expected. Importance of Developing a Customer Charter/Code of Practice * helps an organization clarify what people want from their services and target resources accordingly * helps an organization and its employees look at the aims of that organization, and whether it provides value for money * focus an organization’s employees on the work to improve services and promote quality, and ensure that their knowledge and experience is put to good use * encourage customers to provide feedback on how an organization’s service is delivered * explain to customers how they can help an organization deliver the services they want * help drive and sustain a process of continuous improvement in service quality * help foster good relations with customers generally, most of whom will welcome an organization’s efforts to take account of their views contents of a customer charter/code of practice * spell out the standards of service customers can expect * tell customers how to complain if something goes wrong, or service is not met, or...
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...Foundation 2011 Study Notes 1. ITIL v3 Foundation Certification Notes: Service Management as a Practice 2. ITIL v3 Foundation Certification Notes: Service Strategy 3. ITIL v3 Foundation Certification Notes: Service Strategy [2] 4. ITIL v3 Foundation Certification Notes: Service Design 5. ITIL v3 Foundation Certification Notes: Service Design [2] 6. ITIL v3 Foundation Certification Notes: Service Design [3] 7. ITIL v3 Foundation Certification Notes: Service Design [4] 8. ITIL v3 Foundation Certification Notes: Service Transition 9. ITIL v3 Foundation Certification Notes: Service Transition [2] 10. ITIL v3 Foundation Certification Notes: Service Operation and Functions 11. ITIL v3 Foundation Certification Notes: Service Operation [2] 12. ITIL v3 Foundation Certification Notes: Service Operation [3] 13. ITIL v3 Foundation Certification Notes: Continual Service Improvement 14. ITIL v3 Foundation Certification Notes: Last Minutes Revision Notes ITIL v3 Foundation Certification Notes: Service Management as a Practice Why IT Service Management is needed? * Higher IT service quality is always required while fewer resources are available * Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals * As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards / quality * Changes to business...
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... (IMS) BY 2012 SUBMITTED TO ______________________ INTRODUCTION: The purpose of this essay is to address several aspects in order to understand the importance of information management systems operation, improve the quality of business service that based on information technology, and enhance the level of management of information systems. Information management System (IMS) effectiveness assessment is an important issue for the organizations as IMS have become critical for their survival. With the incorporation of Internet technologies into the business environment, it is now more difficult to measure IMS effectiveness, because Internet provides a borderless, flexible and non-stop communication medium. Assessing the effectiveness of information systems (IS) is vital for survival and competitive advantage which is a complicated subject since there are several interacting factors to consider. In the literature there are several methods proposed for IS assessment. However, those studies have been far from providing...
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