2806ICT –IT SERVICES MANAGEMENT School of Information & Communication Technology Trimester 1, 2017 Week 6 Workshop Exercises Part 4: (Week 7 Assessment) Mock Service Level Agreement Assessment for submission in week 7 Task 4 – Write a mock SLA for an IT service provider (called, IT Solutions Inc) who provide various IT services including internet, email, hardware and software to various customers in the Superannuation industry . • Find the attached templates for an SLA or develop one of your own. You can follow a format similar to sample SLA and OLA.pdf from ITIL manuals or workshop sla-template.pdf • Email your solution to your tutor’s 2806ICT Gmail account before attending the Workshop/lab of Week 7. • Your mock SLA should have following information (at minimum). You can organise the information into sections and subsections (however, the structure or organisation of your submission is your choice). • A title of the document and the two parties (Service Provider and Customer Organisation) between which the SLA is signed • A table of content • Scope and Purpose of SLA • Period of agreement • Reporting and review procedure • Ownership and representatives from both parties (signature page) 1 mark • Service description • Service components • Service performance & availability (service outage/breaks/updates etc.) • Reliability & security 1 mark • Communication: contacts, emergency contacts, addresses • Service hours, additional service hours • Support (on-site, third party supports, etc.) • Support hours 1 mark • Service owner Responsibilities • Incidence prioritisation, priority matrix, response/remediation times, escalation 1 mark • Customer responsibilities • Charging & penalties • Appendix/Glossary 1 mark Remember: next week is a non-teaching week. Classes resume in week 7 on Wed 19 April. Also, because a public holiday falls on Monday 1 May in week 9, the university has moved all timetabled classes on that Monday to the Wednesday of week 9. That means our classes on Wednesday 3 May are cancelled.