Your Task

Establish a service level agreement (SLA) contract based on a case study.

Provision of critical reflection of supplier relationship. Please describe in depth.

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:

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 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.