A Question on Service Level Management

Last month the Sales team in Pasadena achieved 99% of their sales goals. This means they did not achieve their target and thus missed their sales bonus. As the Sales Manager reviewed the month he noticed there was a four-hour network outage at midnight on the second Saturday of the month. He sent an email to the network manager in Phoenix asking for a rebate on the charge for that month as the service did not achieve 100% availability.

As an ITIL consultant, the network manager often calls on you for advice. During your conversation you discover that this four-hour outage is in a scheduled monthly maintenance period. While no disruption to network traffic had occurred in the previous six months, there was an IOS upgrade this month that did impact the users. When you ask about the Service Level Agreement, the network manager replies that there is nothing in writing.

The network manager in Phoenix has asked you to prepare a draft response that she will update before sending to the Sales Manager in Pasadena. (8 points)

The network manager also wants you to create an outline that can be used to document a formal Service Level Agreement for the centrally maintained network services. (12 points)

For this assignment:

• Type your answer
• Prepare your study notes in advance, but do not do refine your outline yet
• Now spend no more than 15-minutes refining your outline
• Spend no more than 45-minutes typing your answer
• Count the words and decide how many handwritten pages that equates to