For this Activity you have the option to select:

• your own (real or fictitious) company and design an IT service to satisfy a specific need. If you choose this option, your company must be of substantial size (at least 5,000 employees) and have an established IT Department. You may build on top of another project you have developed in a previous course within your Master's program for example MIS5020 Information Systems Fundamentals.

Develop the following based on the required reading and the methodology presented in class:

1. Develop a Service Level Agreement (SLA) for a service.

Make sure that your SLA includes at least the Standard Service Features, Optional Service Features, Delivery Scope and Channels, Service Hours / Location, User Requirements, Service Initiation, Service Support, Standard and Optional Costs, and Service Targets (think of capacity planning).

Deliverables

• Create a report between 500 words in a Microsoft Word