Assessment 3 ICTSAS502

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TAFE NSW - Sydney Institute *

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ICTSAS502

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Information Systems

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Oct 30, 2023

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docx

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ICTSAS502 Establish and maintain client user liaison. Assessment 3 Case Study Submitted by: Neil Allison Agojo Class ID: S2263

 Identify, and accurately record, the information communications technology used within the organisational unit, and the role of ICT within the client’s business domain. - The important tools needed as a system administration.  Managing windows, Linux, or Mac systems  Computers  Laptops  Internet system  Support  Troubleshoot  Maintain computer servers. - Technologies needed as an It support.  Network security  Hard drive for backup  Computers  Tools  Internet systems  Identify the stakeholders of the system. - Finance department  Chief finance officer  Finance manager  Financial controllers  Corporate treasurers  Accountants  Payroll manager  Procurement manager - Security departments  System administrators  Network engineers  Security architects  Security analyst  Security managers  Chief information security officers  Identify the organisational structure, culture and politics related to the support requirements. - The culture, structure and politics of an organisation will determine the way decisions are made within the organisation, and this can impact on the types of support that are required.

 Determine, and record, the level of support required by each organisational unit. System administration  Level 1 System Admin Level 2 System Admin Level 3 System Admin  Manages UNIX and Windows operating systems.  Installs/loads operating system software.  Troubleshoots  Maintains integrity and configures network components  Installing OS infrastructure  solving bugs  maintaining server component  be able to develop and implement strategies for secure system backup.  recovery  Independent problem-solving  Comfort with most aspects of operating system administration  Familiarity with the principles and practice of system configuration management using modern declarative tools.  solid understanding of the operating systems IT support Levels It support Level 1 It support Level 2 It support Level 3  Basic trouble shooting  Installation support  Configuration Control  Solutions from knowledge base  Detailed issue tracking  Check integration issues.  Hardware and software interoperability  Simulation  Performance tuning  Remote troubleshooting  Test lab simulation  Environmental simulation  Bug management  Training

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 Development escalation  Using the information obtained, document, in detail, the areas related to the organisation’s services, and the ICT system functionality that is required to supply the essential and desirable services to the organisation. - We need make sure that all the areas that are related to the organisation's services are described in detail to make sure that the ICT system functionality required to supply the essential and desirable services can be determined.  As required, contact the organisational units to verify the support needs. - We need to consider a range of factors about the business unit, and these will include:  Level of importance of overall business continuity  Level of risk that supports needs may result in  Risk factors that are related to business continuity for the work unit.  Cost constraints  Allowable wait times  Service level agreement requirements  Types of support that is required.  Establish and document the procedures or service level agreement (SLA) for providing the required support, including the method of contact, as well as the frequency of meetings and reporting.

Service Level Agreement Between Travello Company. And Steve Jobs For Kind of Service (A, B, C) Technical Support Plan Submitted to: Steve Jobs SteveJobs@gmail.com Submitted by: Travello Company Level 4, 4 Railway Pde, Burwood NSW 2134 Australia Service Level Agreement Approvals By signing below, all Approvers, each as duly authorized Agents and on behalf of their respective Company, agree to all terms and conditions set forth in this Agreement. Company Name Role Approver Name Approver Title Approver Signature Date of Approver Signature Travello Company Service Provider Neil Allison Agojo IT Help desk 25/07/2023 Ph College Customer Steve Jobs Manager 25/07/2023

Table of Contents 1.Agreement Overview………… ............................................................................................. 3 2. Purpose of Agreement ..................................................................................................... 3 3. Changes to Service Level Agreement .............................................................................. 4 3.1 Periodic Review ........................................................................................................ 4 3.2 Amendment to Agreement ...................................................................................... 4 3.3 Renewal of Agreement .......................................................................................... 4 4. Service Agreement .......................................................................................................... 5 4.1 Service Scope and Levels of Service ........................................................................ 5 4.2 Service Availability .................................................................................................. 7 4.3 Services beyond the Service Scope ......................................................................... 7 5. Roles and Responsibilities ............................................................................................. 10 5.1 The Customer ......................................................................................................... 10 5.2 The Service Provider ............................................................................................. 11 6. Exclusions ...................................................................................................................... 11

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1. Agreement Overview This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Travello Company (“Service Provider”) and Steve Jobs (“Customer”), together referred to as “Stakeholders”, for the provisioning of IT services required to support and to sustain Travello software products. The Effective Date of this Agreement is _____________, and this Agreement shall remain in effect from ___________________________ to __________________________ (“Term”). This Agreement remains valid until superseded by an Amendment to this Agreement which has been executed by the Stakeholders. This Agreement outlines the parameters of all covered services which are understood and agreed upon by the Stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Purpose of Agreement This Agreement sets forth the terms and conditions for the [Level of Service –A, B, C] application support services which Service Provider shall provide to Customer. The purpose of the Agreement is to ensure that the proper elements and mutual commitments are in place for the Service Provider to provide specific support services, at specifically designated levels of support, and at an agreed-upon cost and delivery time to the Customer. The Agreement provides: Clarity of service parameters, roles, responsibilities, and limitations. ∙ A clear, concise, and measurable description of the specific service level provided to the Customer. ∙ ∙ Alignment of Customer’s perceptions of the expected service provision and Service Provider’s actual service support and delivery provisions. 3. Changes to Service Level Agreement 3.1 Periodic Review This Agreement is valid from the Effective Date outlined here in and is valid through the Term of this Agreement. This Agreement shall be reviewed at a minimum once per fiscal year; however, should such a review not occur during any period specified, the current Agreement will remain in effect for the duration of the Term or until cancelled in writing. The Service Provider is responsible for facilitating regular reviews of this document and the Customer is expected to cooperate and participate in regular reviews. Contents of this document may be amended as required, provided mutual written agreement is obtained from the primary stakeholders and communicated to all affected parties. The Service Provider will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Review Period: Annually (12 months) Next Review Date: 24/07/2024 Previous Review Date: 24/07/2023 3.2 Amendment to Agreement Changes to the Terms and Conditions of this Agreement shall require the mutual approval of Service Provider and Customer. Conditions which may prompt considering a change to this Agreement include changing business or service needs, significant variations from agreed- upon service standards, unanticipated events outside the control of the Service Provider or Customer, new services provided or modification of service levels, or the need to adjust roles and responsibilities. An authorized Customer or Service Provider representative may submit proposed changes to the other Stakeholder by delivering in writing or via email communication. A response to the proposed change will be given within ten (10) business days or a Stakeholders meeting will be held within fourteen (14) days on a mutually scheduled day and time to discuss the proposed change(s). Any changes subsequently agreed to by Stakeholders shall take effect only by execution of an Addendum to this Agreement and the recording of that Addendum within Appendix A of this Agreement, if applicable. 3.3 Renewal of Agreement This Agreement may be renegotiated by Service Provider and Customer at the end of the Term of this contract at the discretion of either or both Stakeholders. 4. Service Agreement The following detailed service parameters are the responsibility of the Service Provider for the duration of this Agreement. 4.1 Service Scope and Levels of Service There are three levels of service available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer is not allowed to select different level of services for the purchased software licenses. All products purchased by a customer must be on the same coverage plan. Customer has selected the A, B, C Level of Service and only its Service Scope as described below is provided by Service Provider under this Agreement. Level of Service Service Scope Price of Services (i) A Service  Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, were applicable.  Receive support for service requests up to Expert Level  We will send a person who can do face to face consultation for the costumer’s concerns. $800per Premier License/The company will cover the whole material fee. $400 per Standard License/ the company will

 Service requests receive the highest level of priority and will be responded to within one (1) business day following the day of the request.  User can request a new installation of the software license in case of existing system failure. Requests will be reviewed by the Service Provider and granted only if qualified. (ii) pay the half of the material fee. $200per Light Client License/ all the material fee is covered by the costumer. B Service  Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, were applicable.  Receive support for service requests up to Advanced Level.  Service requests receive a higher level of priority than C service requests and will be responded to within two (2) business days following the day of the request.  User can request a new installation of the software license in case of existing system failure. Requests will be reviewed by the Service Provider and granted only if qualified. (ii) $400 per Premier License/ The company will cover the whole material fee. $200 per Standard License/ the company will pay the half of the material fee. $100 per Light Client License/ all the material fee is covered by the costumer. C Service  Receive Email support. (iii)  Receive support for service requests up to Basic Level  Service requests will be responded to within five (5) business days following the day of the request. Free 4.2 Service Availability Telephone support: Customer support number: 1-650-594-5955 ∙ Telephone support business hours: 9am – 5pm US Eastern Time, Monday – ∙ Friday (“Office Hours”) except on Service Provider holidays. Customer support calls received from B and C Service Customers during ∙ Offices Hours will be attended to by the first available Service Provider Representative. Customer support calls received from A and B Service Customers outside of ∙ Office Hours will be considered received on the business day in which Office Hours are next resumed. Such calls will be forwarded to an automatic voice system and best efforts will be made to respond to the call within the time specified in the applicable Service Scope. Email support: Customer support email address: ∙ Travellocompany@gmail.com Email support business hours: 9am – 6pm US Eastern Time, Monday – Friday ∙ (“Office Hours”) except on Service Provider holidays. Customer support emails received from A and B Service Customers during ∙ Offices Hours will be attended to by the first available Service Provider representative.

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Customer support email received from Customer outside of Office ∙ Hours will be considered received and collected on the business day in which Office Hours are next resumed. Best efforts will be made to respond to the email within the period specified in the applicable Service Scope. 4.3 Services beyond the Service Scope Services not covered under the Service Scope of a particular Level of Service may be provided on a fee per-use basis. Estimated fees for individual services are listed in the following table: Type of Service Service Credits Price* Installation Support $500 per three (3) hours Engineering Services $200 per hour All fees are calculated in one (1) hour increments after an initial two-hour minimum, plus travel expenses (if involved). 5. Roles and Responsibilities 5.1 The Customer The Customer has the following general responsibilities under this Agreement: The Customer will conduct business in a courteous and professional manner with the ∙ Service Provider. 5.2 The Service Provider The Service Provider has the following general responsibilities under this Agreement: The Service Provider will conduct business in a courteous and professional ∙ manner with the Customer. The Service Provider will log all information ∙ obtained from the Customer that is required to establish a Service Request, including contact information, problem description, and documentation of the Customer’s hardware/network environment (as applicable). The Service Provider will attempt to resolve problems presented over the ∙ phone on the first call when received from A and B service Customer. The Service Provider will escalate a Support Request to the next level of ∙ Service Provider support upon approach of established resolution targets. The Service Provider will notify Customer upon completion of a Service ∙ Request and shall allow another seven (7) days during which Customer may submit questions or concerns related to the Service Request before the Service Request is deemed fulfilled and closed. 6. Exclusions This Agreement and any applicable Service Levels do not apply to any Travello company software performance or service issues:

 Due to factors outside Service Provider’s reasonable control.  That resulted from use of Customer’s or third-party hardware or software.  That resulted from actions or inactions of Customer or third parties.  Caused by Customer’s use of the software after Service Provider advised Customer to modify its use of the Travello Technologies software if Customer did not modify its use as advised.  Attributable to the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Travello Technologies software by means of Customer’s passwords or equipment.  Identify and accurately document the ICT skills required to assist each organisational unit with the support activities. Financial department  Budgeting  financial analysis  problem-solving  risk assessment  financial planning Administrational department  Strong organizational skills.  Communication skills.  Interpersonal skills.  Accounting and bookkeeping skills.  Experience with technology and software.  Problem-solving skills.  Attention to detail.  Customer service skills.  Assign the personnel, according to human resource processes, and verify their availability. - Schedule personnel needs  It is important to make sure that all personnel needs for each organisational unit and agreed time slot is able to be effectively scheduled to make sure that suitable appropriately skilled personnel will be available at all times as per the service level agreement or agreed procedures. - Distribute rosters.

 It’s important to ensure that proposed rosters are able to be distributed so that all personnel will be informed of the particular times and days. - Confirm availability.  It is essential to make sure that all personnel are confirmed as available so that all contractual obligations can be met.  Provide support, using the agreed procedures. - Communication of all agreed procedures to personnel - Training and support for personnel - Provide required information. - Provide required training. - Provide resources. - Provide access to specialist advice. - Provide regular opportunities for collaboration. - Monitoring and control

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 On a regular basis throughout the provision of support, obtain feedback from the appropriate persons about the client user liaison. Gathering feedback about the Administration department services. Please rate the question based on your satisfaction. Questions 4 3 2 1 Do he/she perform very well as a service desk? How's the service desk the way they talk to you, please rate. Are you satisfied about the service? Is the information given by the service desk was clear?