TECH2300 Service and Operations Management in IT Assignment Help
Assessment 2 Information
| Subject Code: | TECH2300 | |
| Subject Name: | Service and Operations Management in IT | |
| Assessment Title: | Service level agreement design | |
| Assessment Type: | Individual | |
| Word Count: | 2000 | Words (+/-10%) |
| Weighting: | 30 % | |
| Total Marks: | 30 | |
| Submission: | MyKBS | |
| Due Date: | Week 11 | |
Your Task
- Establish a service level agreement (SLA) contract based on a case study.
- Provision of critical reflection of supplier relationship.
Assessment Description
You are the CIO of the company and during the COVID pandemic the company’s business needs to move to online. The CEO comes to you as CIO of the company to request the draft of the SLA contract.
You have discussed with various partners in within your team and different areas of the business, and have identified the following areas as key concerns that needs to be addressed:
- Business relationship management
- Demand and capacity management
- Availability management
- Access and Security management
- Incident and problem management
- SLA review and future changes
This assessment aims to achieve the following subject learning outcomes:
| LO2 | Determine the information and technological requirements for effective IT service delivery in diverse organisational contexts. |
| LO3 | Evaluate the performance of partners and suppliers in ensuring the effective delivery of IT services within organisations. |
| LO4 | Design 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 system supplier.
Students must conduct research externally and included references in order to produce a well referenced case study. You should use at least ten (10) 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 0 – Introduction
- Provide an introduction and brief overview of the software, and its strategic position of the software in the company.
- Note: You can select a suitable case study. You will need to provide these details and assumptions in this section.
Part 1 – Agreement Overview
- Provide an overview to the agreement (in the form of an Executive Summary)
Part 2 – Business relationship management
- Identify and list 4 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
- 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 is maintained during times of high demand.
Part 4 – Availability management
- 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
- Discuss 4 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
- Discuss responsibilities between both parties to manage and responds to incidents and problems.
Part 7 – Changes to SLA
- 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.
Part 8 – Reflection
- Reflect on the vendor-user relationship with the software to your company.
- Identify and explain the type of supplier would you categorise it and provide recommendations to the CEO on strategies to manage the relationship with the vendor.
Important Study Information
Academic Integrity and Conduct Policy
https://www.kbs.edu.au/admissions/forms-and-policies
KBS values academic integrity. All students must understand the meaning and consequences of cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.
Please read the policy to learn the answers to these questions:
- What is academic integrity and misconduct?
- What are the penalties for academic misconduct?
- How can I appeal my grade?
Late submission of assignments (within the Assessment Policy)
https://www.kbs.edu.au/admissions/forms-and-policies
Length Limits for Assessments
Penalties may be applied for assessment submissions that exceed prescribed limits.
Study Assistance
Students may seek study assistance from their local Academic Learning Advisor or refer to the resources on the MyKBS Academic Success Centre page. Further details can be accessed at https://elearning.kbs.edu.au/course/view.php?id=1481
Generative AI Traffic Lights
Please see the level of Generative AI that this assessment is Level 2 has been designed to accept:
|
Traffic Light |
Amount of Generative Artificial Intelligence (GenerativeAI) usage |
Evidence Required |
This assessment (✓) |
|
Level 1 |
Prohibited:
No GenerativeAI allowed This assessment showcases your individual knowledge, skills and/orpersonal experiences in the absence of Generative AI support. |
The use of generative AI is prohibited for this assessment and may potentially result in penalties for academic misconduct, including but notlimited to a mark of zero for the assessment. |
|
|
Level 2 |
Optional: You may use GenerativeAI for research and content generation that is appropriately referenced.
See assessment instructions for details This assessment allows you to engage with Generative AI as a means of expanding your understanding, creativity, and idea generation in the research phaseof your assessment and to produce content that enhances your assessment. I.e., images. You do not have to use it. |
The use of GenAI is optional for this assessment.
Your collaboration with GenerativeAI must be clearly referenced just as you would reference any other resource type used. Click on the link below to learnhow to reference GenerativeAI. https://library.kaplan.edu.au/referencing- other-sources/referencing-other-sources-generative-ai In addition, you must include an appendix that documents your GenerativeAI collaboration including all prompts and responses used for the assessment.
Unapproved use of generative AI as per assessment details duringthe content generation parts of your assessment may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment. Ensure you follow the specific assessment instructions in the section above. |