Client Support in the IT Sphere - Assignment Example

Client Support Name Institution Service level agreement sets up a cordial relationship between the vendor or service provider and the organization. Service level agreement is a contract that stipulates the products or services that are to be provided by the vendor or the service provider (Schniederjans, Hamaker and Schniederjans 2010). The IT department is the engine of PeopleSource Company in facilitating information flow. Increased innovation has made most information communication be done via the Internet. As a result of increased Internet requirements, there is the need to separate the network development and web development roles so that David Hunt can have enough time to handle the pressure that comes with the web use. Alternatively, instead of separating these tasks, the organization can hire another specialist to assist David Hunt in carrying out his duties; the two individuals could help each other in the network and web development. The reason behind the absence of IT people is as a result of disconnection between the IT department and the organization. The IT department also handles IT needs for other companies. This could be a reason for their absence from office when needed. Another reason is unexplainable hostility between the IT department and other employees in the organization. Usually, this is caused by negligence by management to avail necessary facilities to the IT department, less salary allocation to the IT department than other departments in the organization and minimal involvement of IT personnel in company decision making. A Service Level Agreement, however, will ensure both the IT department and employees are efficient in their jobs. IT Service Level Agreement For: Facilitator By: IT Manager Document Owner: PeopleSource Management Approval: Signing here shows agreement to terms and conditions below. Company (Service Provider): PeopleSource Signed Date Customer (Client): Facilitator Signed ___________Date____________ 1. Agreement Overview This Service Level Agreement represents an agreement between PeopleSource and the Facilitator (representing the employees) on the provision of IT services that are required in supporting the client’s services. It should be noted that this agreement stays valid until the stated date or a revision of the same as advised by the client. This agreement does not supersede any previous agreements unless stated. 2. Vision The service provider seeks to offer satisfactory services to the client. This vision is a driving force towards a cordial relationship between the employee who is the client in this case, and IT department at PeopleSource (the service provider). 3. Goals and Objectives The agreement helps to put in place required commitment and consistency in the provision of stated IT services to the client. This agreement, therefore, desires to create and maintain mutual trust and understanding that will see both the client and the service provider relate harmoniously with the aim of providing quality services to the client by the service provider. This agreement also offers to outline the various services that the service provider will offer the client in the Information Technology sector. It also seeks to outline the procedures that the client and service provider should follow in the implementation of required tasks. The services to be offered by the service provider include the following; i. Setting up regular times to conduct check ups on the IT facilities. ii. Carrying out email and telephone support from 9 AM to 5 PM every Monday to Friday. iii. Introducing IT documentation of job profiles, organization chart, Helpdesk procedures and the Service Level Agreement. iv. Installing systems that will lock out sites that are not work-related, for instance, facebook and download software. v. Developing a detailed job description document for employees in all the departments so that they are aware of what is expected of them at work. vi. Changing the website language from ASP to NET framework to ease database access and operation. vii. Developing a new database on oracle application that will be up to date with the changing technology. viii. Making the website accessible on mobile phones to facilitate job applications by phone users. ix. Communicating and documenting any services that have been carried out to the relevant parties for easy referencing. x. Appropriate forwarding of after work calls to designated individuals in the organization. xi. Responding to IT related incidents or requests. Urgent issues will be addressed within 12 hours after receiving a notification. Issues that are considered essential but not urgent will be addressed within 24 hours while other issues will be handled within 5 days after notification. xii. Setting up back-up systems for all the information contained in the organization database. xiii. Other web needs could be handled any time after notification since they could be solved from the department locations. The client responsibilities include the following; i. Timely payment of all the costs that the service provider will incur in carrying out the client’s IT needs. ii. Prompt payment of the monthly fees to the service providers in the IT department as agreed. iii. The reporting of any IT device that needs to be repaired, devices that have been damaged or those that do not function properly, should be done immediately these defaults are detected. This will help the IT personnel in creating the appropriate time to rectify the devices. iv. The client will also give the IT personnel work leaves and day off to give them time to relax and bond with their friends and families, just like the other employees do. This is because the work that the IT people handle is hectic and rest helps them relax. v. Availing any tools or IT equipment that the IT personnel need within 24 hours after the formal request is submitted in order to facilitate smooth handling of assigned IT work. vi. There will be the presence of a representative of the client in times of service provision. Validity of the agreement This agreement expires two years from the date signed above. The Client is requested to submit, in writing, an interest of agreement renewal three months before the expiry date. The two-year work relation will be analysed on its success or failure before a new agreement is signed. Company Remarks Clients Remarks Assignment Task 3: Action Plan Change form procedure Service Provider Ref No. Client Date Change Request Details / Areas of change Work to be done Decision Reached 1. Approved 3. Approved with reservation 2. Deferred 4. Rejected Justification for change request The Help desk Procedures 1. The help desk staff receives the call, greets the client, enters the call details into the Service book and analyse the issue to know if it can be handled immediately. If yes, the staff gives the client an immediate response over the phone and ends the call. 2. In case the issue cannot be handled at the help desk staff (those that require more than 5 minutes), the client is given an Incident Management (IM) reference number, and the call is forwarded to IT technician on calls. This technician will talk to the client and try to offer a solution. 3. If the Technician cannot resolve the issue via the phone, he will enter the details in a queue and sends someone to the client to resolve the problem. 4. If a client walks into the office with an IT need, the helpdesk will call the IT specialist on call to deal with the issue or refer the client to the relevant personnel. E-mails from clients should also be forwarded to the Technicians for response. Change Management tools are useful in the smooth running of the organization. The necessary tools should be available to help in handling any changes in technology or services that are to be offered to the client. The number of IT personnel should be increased in order to cope with the increased demand in the IT sector especially in the network and web development. There is also a need to increase monetary allocation to the IT department to facilitate system upgrading. Assessment 4: Change Management Plan The first step in tackling the indifference is to design a plan that will help in understanding the problems that the IT department faces. This involves carrying out discussions with the IT personnel to find out what is ailing them. The second step is to hold a discussion with members of the other departments including finance, accounts among others. This move is meant to find out the cause of the existing hostility between the IT department and the other departments. Do employees from the other departments have anything against the IT departments and vice versa? Thereafter, a joint meeting should be held between the IT department and other employees to root out any differences between them. The third step is to outline the roles of different IT specialists. The above plan is then put into action when both employees and the IT department sign the SLA. The IT personnel should also be trained in communication so that they can communicate efficiently with the other employees. Different IT specialists should be trained in other IT tasks so that they can have an idea of how to handle the problems when they occur. Lastly, the Service Level Agreement should be harmonious to accommodate the views and reactions of all the departments. Any differences in opinion concerning the agreement should be aired before the agreement is signed. This will help in creating an agreement that will favour both parties hence creating a mutual understanding. After appropriate rectification, the parties can sign the agreement. References Schniederjans, M., Hamaker, J., & Schniederjans, A. (2010) Information Technology Investment: Decision-Making Methodology. World Scientific. New Jersey, USA. Read More