Illustrate the IT value streams and processes

Assignment Help Other Subject

Reference no: EM134042187 , Length: Word Count:1500

Service and Operations Management in IT

Assessment - Service level agreement

Task

Establish a service level agreement (SLA) contract based on a case study.

Assessment Description

Holiday.com.au is the leading holiday booking website which includes booking towards flights, trains, accommodation and activities for business and leisure travel for Australians.

Business has slumped during the COVID-19 pandemic, but the strong forecast of post-pandemic travel boom has seen the need for the business needing to introduce a new booking platform including the use of AI booking management bot to assist with the increasing needs of Australian public.

They have recently received several tenders from AI and booking engine providers and are considering options to select one of the providers, BookEasy. The CEO comes to you as CIO of the company to discuss the details of the service level agreement (SLA) contract.

learning outcome 1: Describe the information and technological requirements for effective IT service delivery in diverse organisational contexts.

learning outcome 2: Describe the role of various partners and suppliers in ensuring the effective delivery of IT services within organisations.

learning outcome 3: Illustrate the IT value streams and processes that underpin an organisation's products and services.

Assessment Instructions

You, as the CIO of the organisation, need to produce a draft SLA to the CEO, which then will be used as drafting the final agreement between the company and BookEasy.

Students must conduct research externally and included references in order to produce a well referenced case study. You should use at least five (5) sources of information and reference these in accordance with the Kaplan Harvard Referencing Style. These may include websites, social media sites, industry reports, census data, journal articles, and newspaper articles. These references should be presented as in-text citations and a referencing list at the end of your assessment (not included in the word limit). Wikipedia and other ‘popular' sites are not to be used.

The SLA would need to include the following questions:

Part 1 - Agreement Overview (200 words)

Provide an overview to the agreement (in the form of an Executive Summary)

Part 2 - Business relationship management (200 words)

Identify and list 3 strategic requirements and desired outcomes of the system.
Define patterns of the business activity proposed with the system.
Discuss the stakeholders included in the agreement.

Part 3 - Demand and capacity management (200 words)

Identify and explain key peak periods where the system may experience stress from excess demand.
Identify the impact of inadequate management of system capacity during high demand times.
Develop strategies to ensure sufficient capacity planning and controlling is maintained during times of high demand.

Part 4 - Availability management (200 words)

Identify key components affecting system availability.
Discuss strategies for both the company and supplier to maintain the availability of service.
Discuss how system upgrades and maintenance are conducted whilst minimising the unavailability of the system.

Part 5 - Access and Security management (200 words)

Discuss 3 key access control items within the system.
Discuss key security risks within the system and identify responsibilities between both parties to manage these risks.

Part 6 - Incident and problem management (250 words)

Discuss responsibilities between both parties to manage and responds to incidents and problems.

Part 7 - Changes to SLA (250 words)

Discuss required intervals where the SLA is subject to review.
Discuss the process where the agreement is subject to amendment.
Discuss the responsibilities where the agreement is subject to review.

Reference no: EM134042187

Questions Cloud

Determine patient will require an amputation of lower leg : During the visit, it is determined the patient will require an amputation of the lower leg, which is scheduled for the next day.

How credible are the sources of information on medscape : How credible are the sources of information on Medscape? How do you know?

What is the role of cultural safety in addressing the unique : What is the role of cultural safety in addressing the unique and diverse health needs of the indigenous people.

Explain the role of dame cicely saunders : Explain the role of Dame Cicely Saunders. Explain the importance of a person-centred approach to palliative care.

Illustrate the IT value streams and processes : Illustrate the IT value streams and processes that underpin an organisation's products and services and Identify and list 3 strategic requirements and desired

How is each body system affected : What body system or systems are directly impacted by this medical problem, and how? Body System(s)´How is each body system affected?

Introduce to restructure the us health care delivery system : Examine changes introduced to reform or restructure the U.S. health care delivery system.

What causes this type of anemia : The practitioner notes the client with hemolytic anemia has Raynaud phenomenon. What causes this type of anemia?

Assess whether your scorecard is functional : Assess whether your scorecard is functional and whether it measures what it was developed to measure. Explain how you are managing your dashboard.

User Account

All Pages