Create a service level agreement to a company/organization Instructions In this

Question

Create a service level agreement to a company/organization

Instructions

In this project, students work in groups to develop a service level agreement for fictitious organization from the customer perspective. The SLA is the legally binding document between a company and a service provider(s). The document describes the exact services and service levels, with details about all agreements.

In this project, your group needs to first come up with a fictitious business organization that needs an IT service which is provided by an outside vendor. Be creative about the business scenario. It could be anything: your current company, a small business, a non-profit organization, etc. If you have trouble with the business scenario, contact your instructor. Your group will be assigned a business scenario. You are the IT professionals who work in this business organization. Your team is in charge in creating a service level agreement (SLA). Below are general instructions for this project and the grading guideline

An enterprise needs highly controlled storage and access to their databases as well as managing the infrastructure for web front ends and other applications. They have a large existing IT infrastructure and they are continually expanding the capabilities.A cloud computing model will be able to satisfy their current needs and reduce computing costs.

Please explain the business scenarios

Explanation / Answer

Hi,

I have made follwoing assumpations:-

Customer name is ABC MARKETING.

Service Provider is XYZ CLOUD COMPUTING.

The SLA format is designed and also the explanation of scenarios is also given.

The SLA contains table of contents.

Please find the data below and let me know if more info is required :-

========================================================================================

Service Level Agreement (SLA)

                      BETWEEN ABC MARKETING & XYZ CLOUD PROVIDER

Date: 20/06/2017

Document Owner:

IT manager, IT management Team,ABC MARKETING

Version of the Document:-

Version

Date

Description

Prepared By

1.0

20/06/2017

Service Level Agreement

IT management Team,ABC MARKETING

Approvals:-

(Signing of the document implies that Approvers(both parties) agree to all terms and conditions outlined in Agreement)

Approvers

Role Of Approver

Signed by

Approval Date

XYZ CLOUD PROVIDER

Service Provider

__/__/____

ABC MARKETING

Customer

__/__/____

Table of Contents:-

1.     Overview Of The Agreement

2.     Objectives

3.     Stakeholders.

4.     Regular Review..

5.     Service Agreement

·      Service Scope.

·      Customer Requirements.

·      Service

6.     Service Management

·      Service Contacts.

1.    Overview Of The Agreement

The Service Level Agreement (SLA) is conducted between ABC MARKETING and XYZ CLOUD PROVIDERS.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

The Agreement all the parameters which are to be provided by the service provider and all the payment details by the customer.

It details the services which are understood by stake holders.

2.    Objectives

The objective of this Agreement is to ensure that the required services are delivered by the XYZ CLOUD PROVIDER to ABC MARKETING.

The goals are:-

3.    Stakeholders

Stake holders associated with this SLA are:-

Service Provider: XYZ CLOUD PROVIDER

Customer: ABC MARKETING

4.    Regular Reviews

This Agreement is valid from the Effective Date outlined in the document and is valid until further notice.

The IT Manager is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders .It is the responsibility of the document owner to incorporate the changes if required.

IT Manager: ABC marketing

Review Period:24 months

Next Review Date: __/__/____

5.    Service Agreement

The following detailed service parameters are the responsibility of the Service Provider :-

·      Service Scope

The following Services are covered in this Agreement:-

Customer (ABC marketing) responsibilities:-

·      Service Provider Requirements

Service Provider responsibilities in support of the Agreement include:

.              Prior notification to Customer for all kind of maintenances.

6.    Service Management

The below section provide relevant details on service availability:-

Whomsoever to contact if urgency occurs :-

: _____ ______(Secondary)

:__________________________________(Secondary)

========================================================================================

Please let me know in case any additonal info is required.

Document Owner:

IT manager, IT management Team,ABC MARKETING

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