1

Faculty of IT

IT Operations Management
Management Summary

The purpose of this paper is to present the management of Under Milkwood firm
with a proposal of a service level agreement that can enable them with the
objective of achieving the efficiency with in the organization and also for
managing their resources adequately which is primarily human resource. The paper
presents an outline of the proposed service level agreement. Later it involves the
proposed service level agreement with the BTOPP Model which describes the
Business, Technology, Organization, Process and People factors and the same fits
in with the proposed service level agreement. Lastly, the report has a set of


2
recommendation for the Under Milkwood firm which they can utilize to implement
the proposal.

Table of Contents

Objectives .................................................................................................. 3
Proposal (Business Value) ........................................................................ 3
BTOPP ....................................................................................................... 4
Business .................................................................................................. 4
Technology ............................................................................................. 4
Organization ........................................................................................... 5
Process .................................................................................................... 5
People ...................................................................................................... 5


3
Costs .......................................................................................................... 6
Benefits ...................................................................................................... 6
Recommendations ..................................................................................... 6
References ................................................................................................. 6

Objectives
The proposed service level agreement for Under Milkwood firm is given below. This is a
snapshot of what the application would cover. The objective is to reduce the response time when
a particular external customer calls in for a service solution for their respective problems. It also
relates closely to the work load which every internal customer (employee) has to deal with. On
an average an employee is expected to be idle for no longer than hour. If he or she is idle for
more than hour on a regular basis, then it would indicate to the senior management that there is a
need to cut down on the number of employees. It also covers the accuracy level and availability
of every employee to check the service level and increase productivity in the operations (Burress
2000).
Proposal (Business Value)
Under
Milkwood
Objective Achieved Deviation
Response Handled
within 5
min of the
call
Handled
within 10
min of the







90%




80%






96%




98%








6%




18%



4
call
Work Load Number of
cases
handled in
Availability
time frame
Idle Hours






300




1






234




3






-66




-2
Accuracy
Level
Errors due
to Set up
Due to
human
factor





1

2


1

1





0

1
Batch Service Turn around period 30 min 25 min None
Availability 9am-6pm
(Weekdays)


97% 100% 3%
Source: (Burress 2000)

BTOPP
Business
The objective of creating the Service Level Agreement is to ensure that the operations are being
conducting with a fair degree of efficiency. The external customers are not quite aware of the
policies that are in operation within the organization. They only except prompt and accurate
responses to their queries and can take a negative experience of the service provider if they fail
to deliver on time. That is the reason this why this service level agreement proposal focuses
closely on time factor where in the time taken to provide the response to the respective customer
is noted in detail at each and every case or call whatever may be the case (Swartzlander 2004).
Technology
The Information Technology department must follow up closely with the every work station in
the office that the newly implied system is up and running and the introduced features and
attributes of the software is well understood by the users which would be primarily the internal
customers (employees) of the organization itself. The installation would first require a set up
through the centralized system or server and the system applications would be then installed in


5
every respective computer system that the Under Milkwood firm uses to ensure smooth
operations. It is also necessary to provide the employees with a demo of how to use the
application and a frequently asked questions (FAQ) page would also turn out to be an added
advantage and can result potentially in a win-win situation for both the internal customers
(employees) as well as the senior management of the organization Under Milkwood firm (Walsh
2000).
Organization
The organization or the senior management must act patiently enough with the application of the
new service level agreements. They should not hope for immediate results that would start giving
out immediate results to the management of the organization. The objective of implementing the
service level agreement should be made aware to all levels of the organization so that a degree of
clarity is maintained in the organization (Walker 2002).
Process
The internal customers (employees) would be empowered to handle the Service Level agreement
according to their convenience as long as the same does not change the purpose of the creation of
the service level agreement. It must be noted that the introduction of a new service level
agreement is nothing more than a trial to improve the efficiency and efficacy of the operations of
the operations to please both the internal customers (employees) and the external customers
(customers). Thus, any positive changes to the same can be encouraged if it is thought of
improving the overall system that is followed (Walsh 2000).
People
The internal customers (employees) of the organization would be trained to understand the
requirements of the new proposed Service level agreement and how the same can bring in greater
efficiency would be elaborated to them. Any employee not feeling adequate about the new
Service level agreement would be free to drop in their suggestions in the feedback box. Also, at
the beginning the senior management would show a certain degree of consideration provided that
the employees are not quite used to the protocol that has been initiated very recently. The


6
strictness would then start gradually as the management would realize that most of the
employees have a fair feel of the Service Level Agreement. The employees should be made
aware of the new application that would be installed in their respective systems with effect from
the particular date decided so that they mentally prepare themselves for the new application that
they would require to use in the near future. This would be followed with a practical training of
all the employees (Walker 2002).
Costs
The cost of installing the application would not be on the higher. However, the time taken, if that
is considered to be a cost can be huge. As first the application would be installed on the remote
server and then on to all the systems respectively (Swartzlander 2004).
Benefits
The management would be benefited as they would now be able to keep a close watch on all the
related activities of their employees. Their productivity would be at the maximum level if they
do happen to follow all the requirements of the application which matches closely with the
objectives of the concerned senior management (Reichheld 2000).
Recommendations
The management must be careful that the employees are not affected with the extra added
pressure of delivering the service on time. This should not be done at the cost of handling a
customer in a way that is not tolerable by the organization policies and the external customer
himself. It should be duly considered that some customers are not very technology friendly and
are not quick in grasping things (Swartzlander 2004).
References

Burress, K 2000, Online customer care, Business Perspectives, Summer, pp. 49.


7
Reichheld, FF & Schefter, P 2000, E-loyalty: Your secret weapon on the Web, Harvard
Business Review, vol. 78, no. 4, pp. 10513.
Swartzlander, A 2004, Serving Internal and External Customers, Pearson Prentice Hall, New
Jersey.
Swartzlander, A 2004, Serving Internal and External Customers, Pearson Prentice Hall, New
Jersey.
Walker, RH, Craig-Lees, M, Hecker, R & Francis, H 2002, Technology-enabled service
delivery: An investigation of reasons affecting customer adoption and rejection, International
Journal of Service Industry Management, vol. 13, no. 1, pp. 91106.
Walsh, J & Godfrey, S 2000, The Internet: A new era in customer service, European
Management Journal, vol. 18, no. 1, pp. 8592.

Hi Dear
This is to inform you that we are one of the top educational company helping
students in getting good grades in their academic life. We understand that you are
interested in getting help in your Academic Assignments at affordable rates to get
great results. All our tutors have Master's and PhD degree in different subjects and
they are professors in most popular Universities of USA, UK, Australia and
Canada. Sample Assignment provide assignment help, homework help, online
exam help and online coursework help in different subjects and their sub-divisions
like Accounting, Finance, Management, Engineering, Statistics, Economics and
many more subjects. The way to use our services is very simple. You just need to
mail your questions at info@sampleassignment.com and we will get back to you
with a customized and affordable price quote for each and every assignment.
Thanks and Regards, Sample Assignment Team info@sampleassignment.com --
Sample Assignment Team www.sampleassignment.com.


8