Guidelines for Assignment 3 -- SLA Alternative

Assignment 3 - SLA Specifications
Service Level Agreement - Individual Project
Link to RFP Specifications Request for Proposal -- Team Assignment

Due	Week 11 (Paper and Presentation)
Individual Oral Presentation	Student gives a short presentation on their organizational analysis and SLA in session 11. The setting for this presentation is giving the CIO a dress rehearsal before giving it to the End User Therefore, it is a bit less formal and more interactive. For DL students, they have a choice of coming to session 11 and making the presentation or making arrangements with the instructor for a phone presentation.
Individual Written; Paper	The student prepares a draft Service Level Agreement . For guidelines please review paper writing. To help in writing a good paper, download these tips. See Internal Exemplar for SLA with an Internal department or External Exemplar for SLA with an external partner. See Deliverables and Order sections below more more details.
Penalties	No late submittals allowed Any paper not written using for format and order detailed below and in the template is penalized 2 point (out of 30). The highest possible grade is B if the order of presentation in the template is not used. Any paper with fewer than 6 complete references is penalized 1 point. Any incomplete reference has a 1 point penalty. (See below for specifications on full references)
Guidelines for Selection	Often the drive for a higher levels of efficiency and reliability is the rationale for the service level agreement. You should understand the processes and workflows in the chosen area. By starting with a real organization that you know something about provides a context for this assignment. This helps you define the scope of the agreement, how to handle changes, the metrics, the general terms and conditions as well as the procedures and processes covered. Service Level Agreements are often useful in getting strained relationships between a department and IS on a more cooperative level. By drafting a SLA IT can demonstrate not only an understanding of their most critical issues but also the commitment to resolve these issues by meeting their needs in a timely fashion..
References	Building Start a preliminary reference section in a word processing file. Here is where the complete reference information is stored. Later when the paper is completed, this section is appended to the end of the paper in the order of author, date. Capture for ALL WEB SITES: author name or names ("anonymous" if not known), article name, web address, date accessed, sponsoring organization. Capture for all interviews you had: name of the person interviewed, date of interview, place or telephone, subject of the interview. Capture for all print articles: author name or names ("anonymous" if not known), publication date, article (or book name) name of periodical (if relevant) volume and issue numbers, page numbers if book, then the publisher name and city.
Deliverables	You group should produce the following deliverables for this project in this assignment: A. Organizational Analysis The paper analyzes the following aspects of the organizations involved: 1 _ The organizational unit to which IS belongs -- size, major products/services, mission, goals and strategy 2_ The IS organizational unit that is contracting the SLA -- size of group and rationale 3_ The goals and strategy of the Contracting Party -- that is, the group with which IS is making the agreement 4_ The Contracting Party demographics -- size of the group in total, size of group covered by SLA 5_ The Current Situation -- what has happened that necessitates an SLA B) Service Level Agreement (SLA) 1_ Purpose 2_ Scope of the Agreement 3_ Processes and Procedures Related to this Agreement 4_ Metrics 5_ General Terms and Agreements 6_ Change Mechanism for the Service Level Agreement 7_ Definitions 8_ Roles and Responsibilities C) Copy of the Presentation Materials 1 _ PowerPoint slides Submit all final deliverables as a single ZIP file (Word and PowerPoint) on COL
Order	A. Organizational Analysis Analyze the organization and its IS area -- provides background information 1_ The organization governing IS -- size, major products/services, mission, goals and strategy 2_ The IS organizational unit that the SLA covers-- size of group, responsibilities, goals 3_ The Partner's goals and strategy -- that is, the group you are making the agreement with 4_ The Partner's demographics -- size of the group in total, size of group covered by SLA 5_ The Current Situation -- what has happened that necessitates an SLA B) Service Level Agreement. The SLA covers the all relevant aspects of the agreement 1 _ Purpose --to formalize an arrangement between (a) and (b) 2_ Scope of the Agreement -- services automatically provided services provided by request services specifically not covered applications covered performance - goals constraints maintenance schedule 3 _ Processes and Procedures Related to this Agreement -- software/service difficulty reporting (SSDR) system billing 4_ Metrics metrics on automatic services metrics on requested services metrics on SSDR resolution metrics on performance 5_ General Terms and Agreements term of agreement (start date/end date/duration) organizations approvals key contacts dependence on other organizations 6_ Change Mechanism for the Service Level Agreement termination of agreement amendment to agreement new applications level of effort renewal of agreement 7_ Definitions 8_ Roles and Responsibilities at (a) organization - at (b) organization - C. Presentation Materials. Include a printed copy of the slides or transparencies used in your presentation. Handouts to the class are optional. Maximum of 4 slides for a 4 minute presentation 1. Name of Presenter / SLA for Good/Service between IS organization and X organization 2. Good/Service that the SLA covers 3. What IT organization wants / What other organization wants 4. Measurements used to monitor performance

grading criteria	Assignment 3 SLA Grading Criteria is the grading sheet.