ABC Loan Company provides competitive mortgage or home equity loan interest rate quotes to potential customers. Most customers call in for quotes but walk-ins are given the same fast service.

ABC Loan Company has three systems to conduct business: 1) ABC Quick Quote system, 2) ABC Underwriting system, and 3) the ABC Loan Processing system.

If the customer likes the quote, the underwriting begins and will take 3 days. If the underwriting is OK and the loan is approved, processing through the ABC Loan Processing system takes about 4 days.

The loan department and IT Services have entered into a SLA for the ABC Underwriting System as follows;

The system must be available Mon Sat, 8 AM 5 PM.

Demand for mortgage loans can vary from week to week as much as 22% depending on advertising. IT has determined that Business Capacity Management for the Underwriting system is best addressed in the sub-process of disc storage management and must have 180GB for normal business needs. Thus, IT increases disc storage allocation by 22% giving a total allocation of 219.6GB of disc space. IT also determines that the current processor can handle the variance in storage needs and still support an average 2 second response time.

The business requires an average of 2 second response time to meet their customer volume.

Passwords of retired or terminated employees must be inactivated within 4hrs of leaving the company.

Any scheduled systems maintenance will be done after business hours.

SLA definitions are;

Disc utilization = actual usage / SLA allocation

System performance = actual response time / SLA response time

Security action time = actual time / SLA time

1)the 3^rd week, advertising led to an increase of 19% in underwriting over a normal. What is the disc utilization percent? Is IT compliant with the SLA?

2)the 4^th week no advertising and business is 2% below normal. What is disc utilization percent? Is IT compliant?

3)the 5^th week a great amount of advertising in order to impress stockholders results in a 24% increase in underwriting and experiences a 2.5 second average response times causing delays and inefficiency: customer is very unhappy. What is the disc utilization percent and system performance percent? Explain your observations.