ICTICT413: Relate to Clients on a Business Level - Alan Bush Case Study Assessment Answer

Internal Code: 1AHCEJ Code: ICTICT413

Alan Bush Case Study Assessment Answer

Assignment Task: ICTICT413

Relate to Clients on a Business Level - ICTICT413

Introduction

On successful completion of this unit, learners should be able to formulate and implement service level agreements.

Description of what you have to do - ICTICT413

After reading the notes from your resources, complete the enclosed exercises, relating them to the IT industry.  Use the Internet and other resources for extra information. All work must be in the students’ own words, copying from any source is not allowable. ICTICT413 Any assistance requested by a student and given by either a teacher or another student with regard to answers may effect a not yet competent result.  Students are able to have questions clarified by a teacher.

Assessment Criteria - ICTICT413

It is important to relate your concepts to the workplace.  You are to show that you have researched a variety of sources and that you have related your answers to the workplace. Scenario - ICTICT413 Alan Bush Case Study - Alan Bush is the Manager of Altek Engineering, an organisation that provides civil engineering and construction services for shopping centre developments and subdivisions.  Their expertise ranges from the initial design to the construction of car parks and roads. Altek Engineering relies heavily on their computer network.  They currently have a person who manages their IT resources on a part time basis, but that person will soon be leaving the organisation.  They are negotiating to contract out the complete management of their system to you.   As an initial step, they have asked you to develop a Service Level Agreement. ICTICT413 To complete this project, you will need to communicate with your teacher as your client for details of the organisation.  This should be done primarily via email.  The tasks you will need to complete are as follows:

1. Investigate and document the organisation, including an organisational diagram, description of the goods and services provided by the organisation and the standards, values and culture of the organisation. ICTICT413
2. Research the organisation’s service needs and document in a draft Service Level Agreement (SLA).
3. Organise a meeting to present the draft SLA and negotiate the terms with the client.
4. Update the SLA with alterations from the client and re-present.
5. Document a procedure to monitor the effectiveness of the service provided for troubleshooting support (for example, provide a description of how you will monitor the resolution of problems and include an example of a database/spreadsheet used). ICTICT413
6. You may also be required to complete questions relating to standard business service practices.

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