(MTech (Quality (Engineering))--Cape Peninsula University of Technology, 2010 / Computacenter SA (CCSA), serves as focus of this study. One ofCCSA's clients
is Unipart and therefore will be used as the example to mitigate the research
problem, serving to demonstrate how Service Levels are structured and how they
are monitored. According to the Company policy and agreed Service Level
Agreements (SLA's), an acceptance level of 95% should be reached in terms of
service delivery. Anything below 95% would be considered a failure, and
therefore constitutes a breach of the agreement.
The tool used by Computacenter South Africa (CCSA), to measure or monitor the
SLA is referred to as Service Flow. Within Service Flow there are mechanisms
known as 'pre exception result' and a 'post exception result'. These concepts
constitute a report, which is compiled on a monthly basis to check and evaluate
performance. Should a request from a client not be met and there is a valid reason
for the non compliance of the request. It can however bean exception and can
therefore be processed as being successfully executed within the context of the
SLA. If no valid reasons are, however logged in the request work log, the request
constitutes as failed and can therefore lead to the team not achieving their agreed
SLA with the customer.
Failing SLA's have a significant impact on, not only CCSA, but also on the
customer, as the organisation can lose confidence in the ability of Longbow
Remote Technical Support Request Management is there to render a quality
service. Ultimately, a penalty can be imposed on both the analysts and CCSA. In
addition, the customer could withdraw from the contract as the organisation is not receiving the agreed upon services for which they are paying. CCSA will not only
suffer financially, but also lose its credibility in the market as an Information
Technology (IT) Service Provider.
For the purpose of this study, questionnaires were formulated to determine where
the problem areas are and what CCSA as a service provider can do to not cause
their clients to become redundant, and to always meet the service level agreements
set by the clients. Results from the research returned that a lack of Information
Technology governance structures and best practices within CCSA is the cause of
service level agreements failing.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:cput/oai:localhost:20.500.11838/2605 |
| Date | January 2010 |
| Creators | McLaren, Patricia Noreen Rachel |
| Contributors | Watkins, JA, Ardeme, R |
| Publisher | Cape Peninsula University of Technology |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Rights | http://creativecommons.org/licenses/by-nc-sa/3.0/za/ |
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