John Ng has described what ABC is looking for, and what the IT Department is after. The requirements needed by ABC include;.
• Need for Well Defined Support Policy.
• Need for a Service Level Agreement (SLA).
• Need for Network Tools (Both Third Party and Inbuilt).
• Need for NO ADS.
• Need to identify possible faults in system.
• Need to produce logs of network.
• Need to look at improvements.
• Need to provide support at help desk.
• Need for Physical Connection checking.
• Need to setup Alerts and Monitoring.
A Service Level Agreement will benefit the ABC corporation by providing round the clock support to all its staff and limited support to customers requiring information.
The ABC corporation is looking for a efficient and effective support policy that will contain the network and optimize it for greater efficiency throughout its users. The need for network monitors and management tools is obvious.
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Solution to Client / User Requirements.
The relationship between myself and ABC has led to a strong partnership through a comprehensive Service Level Agreement (SLA) that was arranged after many meetings. In the SLA, it is detailed that I shall endeavor to provide fast and efficient service and restrict the company to a total of 1 hour of downtime over the duration of the year. I am also to investigate network monitoring tools and support software and from these I am to produce monthly reports in common terms so that the CEO will understand the reports. This SLA is not in-depth as for now, after many more meetings a complete contract will be drawn up in accordance with the CEO's requirements of the network.
Third Party Network Monitoring and Management tools will be used to navigate and control the network from a central point. These tools include;.
• Standard Windows Tools.
• WhatsUpGold.