Importance Of Service Level Agreement

Published Date: 02 Nov 2017

The report has to be made with regard to the following areas.

Common problems that helpdesk resolves.

Importance of Service Level Agreement(SLA) and how it can be used to improve helpdesk operation.

Preventive maintenance.

Verifying whether end user requirements are met.

Steps involve during a hardware upgrade.

Training needs analysis and measuring the effectiveness of the training.

Best methods of training end users.

TASK 1 - Deal with user problems

1.1 – Common types of problems

According to the survey conducted from internet and other sources we can analyze some common user reported problems and their possible solutions with examples in the following table.

Problem types

Example

Possible solution

Hardware problems

Software problems

Network issues

User problems

Vender problems

Documentation problems.

User complaints that his cpu is on but the monitor does not show any data.

User reports that his computer restarts all of a sudden with a blue screen error message.

User’s computer cannot connect to the internet.

User has forgotten the password and trying to log with a wrong password.

User complaints that the "Edit" function is not responding in a third party accounting software.

The user have created a document in MS word 2010 and trying to view it in another computer which has MS word 2003.

Check the monitors power cable and connector if not remove the video card and reinstall it.

Log on to the system in safe mode and uninstall any newly installed software or remove any newly installed hardware component.

Check the network cable whether it is unplugged if not check the IP configuration of the computer.

Reset the password using third party software.

Report the problem in vender’s website or in any other method and get the patch for that problem.

Download the latest word viewer on the venders’ website or save the word 2010 document in 2003 word format.

1.2 – Resolving a particular incident

In order to resolve a particular incident the IT helpdesk should go through a procedure that would help to resolve the user’s problem effectively. These steps are followed in major companies to resolve their IT related helpdesk issues.

Identifying the Symptoms

Identifying the exact error message by asking questions to the user.

Verifying whether the problem always occurred or just started.

Inspect the evidence

IT helpdesk should inspect the problem according to the answers made by the user for the related question.

The helpdesk should find the root causes to the error massage given on the user’s system.

Confirm the problem

The problem must be double checked with the user before continuing.

IT helpdesk should verify whether the problem which is being resolved is the same problem that the user is experiencing.

Research on the problem

After confirming the problem the IT helpdesk should search on the database for similar problems recorded before and its solution.

If he couldn’t find in the database an ideal choice would be searching the internet for similar kind of problem.

Test the solution

With the theories founded to the said problem the helpdesk should test it on the user’s system.

He should question the user and test it step by step.

Verify whether the problem is solved

Confirm with the user.

Send an engineer to check whether the provided solution have solved the problem.

Record everything

The helpdesk should record all the conversation made between the user and the helpdesk and actions took place in order to solve the problem.

These records can be used for future references and it can be used for similar kind of problems that can happen in the future.

(Leigh Business Enterprises, 2011)

The above solution explains the steps involved in resolving a particular IT helpdesk problem in a helpdesk system. Above steps are helpful solutions for an IT technician in dealing with user problems. This way can increase the overall effectiveness of the business, in which the problems are resolved step by step and recorded so that it may benefit for the future references.

1.3 – Technical support procedures

When an IT helpdesk receives a technical related call in a helpdesk environment from the user there are several procedures that should be followed in a helpdesk environment. These procedures are normally done with the help of helpdesk systems in which the helpdesk technician logs in to the help desk system and proceeds from there onwards. These helpdesk systems are used widely by modern businesses. We can explain the steps that are followed in major help desk systems.

A user calls the helpdesk.

The receptionist attends the call.

The user reports the problem to the caller.

The caller transfers the call to a helpdesk technician.

A ticket is been created in the system regarding the incident.

A technician logs in to the system and takes over the ticket and attends the call.

The technician and the user communicate each other.

Prioritize the Incident.

If the problem is said to be a very severe then it is been transferred to the relevant specialist group.

The next technician takes off the ticket.

Investigate the problem with the user.

The technician identifies any new problems.

Resolve the problem and recover the system.

After the problem has been resolved the helpdesk closes the ticket.

The ticket and its information are been stored in the system in order to make changes and serve other similar problems that may occur in the future.

(Cornell University, 2012)

1.4 – Service Level Agreement

SLA also known as Service Level Agreement is explained as a formal document or an agreement between two or more parties. This agreement is done between the customer and the IT service provider. These are done in a situation where the customers’ site has a large number of end users and the company comes in to a term/ contract between the customers stating the services provided during the agreement period.

The agreement is based on legal contracts and it should be flexible so that it enables the company to change or update SLA based on the company’s/ customers’ condition. SLA’s are written in a language that is more familiar to the relevant and it should be transparent to the employees of the company too. Because employees play a vital role and they’re also known as the stake holders.

(Wikipedia, 2013)

There are two concepts in Service Level Agreement,

OLA (Operational Level Agreement) – This agreement is done between the service provider and another department from the organization itself.

UC (Underpinning Contract) – This is a contract made with an external service provider in order to fulfill customer needs.

By implementing the Service Level Agreement the company can benefit by having a clear picture of what the customer expect. It makes the employee to prioritize the work and it improves the performance of the overall system. SLA can increase the relationship between the IT and other departments. As a result of this the company will have the ability to manage the customer’s expectation and it can manage its resources to fulfill those expectations without over allocating the resources.

1.5 – Different Specialist Groups

Typically in a large helpdesk environment, users may call for different types of questions and issues. Some problems may be very complicated and requires a higher level technician to handle it.

In order to overcome these problem organizations uses different service desk groups. When a user report a problem the first level technician attempts it to solve. If the said problem is to be more complex it is been transferred to the next level of service technician. The next level would solve the problem with advanced knowledge and resources. And this process goes on until the final specialist handles it and resolves it. We can categorize these helpdesk groups as follows.

Desktop Support

This team is responsible for problems related to desktop, laptop and all other computer peripherals. This section covers issues related to driver problems, software problems and hardware problems etc. If this group was unable to resolve the problem the next level will take off. An example of a problem related to desktop support would be a user reports that his computer restarts with a blue screen error message.

Network Team

This team is responsible for issues related to networking software, network switches and backup solutions etc. This involves problems such as E-mail related problems and file management etc. E-g: User complains that he is unable to connect to the shared folder on the network.

Server Team

This team handles the servers in the organization, network authentications and DNS servers etc. This team involves in advanced services such as databases and storage management systems. E-g: User is unable to log on to the domain and log on using his domain user name and password.

TASK 2 - Install software for an end user

2.1 – Maintaining an end user system

There are several tasks to be completed on an end user system in order to keep the system in perfect state. This involves several maintenance works.

The first task a helpdesk should do is to use a test environment in order to update the patches, drivers and other important software.

If an update is released it is necessary for a technician to test it in a virtual environment before applying it to the end user system.

Test whether the released patches work perfectly in the test environment.

Backup all the data’s of the end user system. In case of a system crash during the maintenance, the data’s should be recoverable and should be able to roll back to the previous state of the system.

Update the system its drivers, firmware and software in order to make sure the performance is in optimum level.

Install antivirus software and make sure it is up to date. And perform a full scan to clean up viruses, spywares and malware.

Use junk files cleaning utilities to clean and maintain the system.

Defragment the hard disk using the option within the system or by using third party software.

Uninstall any unwanted software.

TASK 3 - Install/upgrade hardware

3.1 – Hardware upgrade

A hardware upgrade may play a vital role in a system to achieve the optimum level of performance of it. Too many upgrades may cost high and would be waste of resources.

Typically in an end user computer it is vital to have an office application such as Microsoft word, excel, power point etc. The latest version of MS Office may require graphics and memory (RAM) and other hardware peripherals to be fast and advanced compared to MS office previous versions such as MS office 2007 and 2003. For this reason the management needs to consider a hardware upgrade.

Component

Office 2003

Office 2007

Office 2010

Processor

233 MHz

500 MHz

500 MHz

Memory (RAM)

128 MB

256 MB

256 MB

Hard disk drive

400 MB

2 GB

3 GB

Display

800 × 600

1024 × 768

1024 × 576*

In the above table we can see the minimum requirements to install and run MS office product mentioned in the Microsoft website. For sake of argument if we choose office 2010, it is necessary to upgrade the RAM to 256 MB or higher. And a 40 GB hard disk would be enough for installing the application as well as for the other operating system and user data. Above table shows it is good to have a video resolution of 1024 x 567*, to get this we need to upgrade our monitor and VGA card to a high resolution supported model.

There are other key areas to be mentioned when upgrading hardware in an end user system.

Old computers may affect the company’s efficiency and effectiveness, therefore it is recommended to keep the system up to date. This involves RAM upgrade, which will increase the speed of the system and the user will be comfortable with the system.

Most of the business applications require latest hardware components. The system can be run in an old and slow performance computer but it is recommended to use latest hardware components in order to get the optimum level of use from the system.

In a large business environment where many computers were placed for occupation and controlled by a centralized system(Server). This system needs a higher performance computer in order to process large number of data’s. If a low performance computer situated in the place of a server can affect the business as efficiency reduces. It is recommended to upgrade the server and analyze it regularly because more computers might be placed if the business need to expand and the server should be in optimum position to handle those large IT needs.

3.2 – Plan for hardware upgrade

Before upgrading the hardware components of the system a help desk technician should make sure that the prerequisite conditions of upgrading hardware are met.

Ensure that the system is compatible to install the new hardware. This includes identifying the operating system version and service pack level.

Make sure the system has the latest service pack with it.

Backup all the data and drivers to prevent data loss during hardware upgrade.

Verify whether the system has the required PCI and PCI express slots for network card and VGA card related upgrades. Make sure whether the slots are free and not occupied.

If CD drive is to be upgraded to DVD drive, verify which cable type does the system uses (SATA or IDE) and upgrade the DVD drive according to it.

Check the type of the RAM (e.g. DDR, DDR2 or DDD3) and maximum supported RAM capacity by the system before doing a RAM upgrade.

Install the hardware upgrade.

Install driver for the newly installed hardware.

Restart the system.

TASK 4 - Train an end user

4.1 – Training tools

There are various ways that a company can train users to use new software/ products that are introduced to the business. The user may not be familiar and not be convenient with the new software. This may lead to inefficiency in the company’s outcome. A proper training can make the user feel comfortable with the system. Training has to be given in method which will be very effective. There are methods to train the user they are as follows.

Method

Advantage

Disadvantage

Lectures/Seminar

Theoretically can cover more information when working in a limited time period.

This is a spoon feed method.

It is common that the works covered in lectures are tending to forgot compared to practical method.

On the job/Demonstration training

Receiving training while on the work place make staffs understand the subject well.

Wrong and bad habits may pass through employees.

This may disturb the production of the company.

High equipment cost e.g. projector and other devices.

Online training

Quick and convenient method.

Bandwidth limitations may affect the training.

Staff feedback is limited.

4.2 – Training plan

When introducing new software system, users and the top level managers need to be trained in order to increase the efficiency. Every user and managers are new to the system, in order to remove the inconvenient and unfamiliar situation of the users we have to conduct training. For this task I have allocated 3 months training plan. Users and the managers will be trained about the basics and the operational functions of the new system during the first month. The balance two months period can be allocated for support procedures.

First Month’s Training

Users will be trained to use the basic functions of the new system to effectively carryon the businesses day to day activities. .

Managers will be trained the same way as users are trained and other than that they are trained to do functions such viewing reports of the business situation etc.

First month training includes Lectures, Seminars and demonstrations.

Second Month

On sight/ on the job viewing can be done for users and managers regarding their doubts raised during working with the new system.

Third Month

Users and managers can be contacted over the phone, e-mail, Video call (Skype) or remote supervision (Team viewer) regarding their questions about the new system.

4.3 – Training documents

When creating training documents it is important to identify in which area the end user needs to be trained and for what reason. Training should be justified using several analysis and other tools that the company has the necessity to conduct it. We have the necessity to produce some materials to support the training.

Outline

A training document should include the company’s mission statement. The goal of the company should be clear to every end user.

Policies

This includes rules of the training and other formalities.

Roles and Tasks

State the roles and responsibility of each end user and their qualification. According to the user qualification the management may decide the level of training for the end users. We can use some analysis to find out the level of training needed. The company’s investment should not be over allocated for end user training and it should give adequate return to the business.

Training Needs Analysis (TNA)

Training needs analysis can be used to analyze each aspect of an operation so that the skills needed by the end user for a task can be identified and appropriate training can be given according to the TNA (Training Needs Analysis).

Evaluate the training

Carryout the Training

Design The Training course

Categorize Learning Objectives

Run Training needs analysis

Training need can be determined by

Management request.

Observation.

Group conference.

Interview.

Job analysis.

This process may include Questionnaire surveys from the employee to determine the need of training. Personal records can be viewed and test examinations can be conducted or even the management can go through the production reports of the business in order to analyze training need.

Task 4.4 – Train users to unfamiliar products

In order for a training to be an effective one, the trainer should use methods which can perfectly deliver the outcomes to the end users. These methods use training to qualify end users to use unfamiliar products easily.

Make the user comfortable to learn.

Keep the training surrounding up to the standard.

Use necessary and up to date training equipment’s.

Explain about the training process.

Explain about the outcome of the training and things that are expected from the end users after the completion of the training.

Explain the steps which are going to be used to achieve the outcomes.

Train the end user.

Train every functions of the software.

Demonstrate the work you do.

Make them to practice at the same time while you demonstrate.

Ask questions.

Ask question from the things learned on that day.

Make them to ask question to clear any doubts.

CONCLUSION

REFERENCING

Wikipedia, 2013. Service-Level Agreement, [online] Available at :< http://en.wikipedia.org/wiki/Service-level_agreement>[Accessed 20 Jan 2013].

Leigh Business Enterprises., 2011. Problem Solving Tips for Helpdesk Personnel [Online] Available at: < http://www.helpdesk-system.com/symptoms.htm > [Accessed 12 October 2011].

Cornell University, 2012. Central IT Major Incident Procedure, [online] Available at :< https://confluence.cornell.edu/display/itsmp/Central+IT+Major+Incident+Procedure> [Accessed 14 Jan 2012].

Wikipedia, 2013. Help desk, [online] Available at :< http://en.wikipedia.org/wiki/Help_desk>[Accessed 02 Feb 2013].