Dissertation Title: Should End Users Be Part of IT Service Level Agreement Formulations and Measurements. The research showed that computer end users are aware of the need and purpose of IT SLA.
Introduction
IT Service Level Agreement
What is the importance of an IT Service level agreement?
Meyer (2008) argues that IT has evolved from managing the IT processes that produce services to a framework for managing the IT services that meet the needs of service consumers. The SLA is a necessary tool for IT service management and the companies that create the expert capabilities to leverage the IT capabilities can gain a competitive advantage over their competitors by reducing costs and maximizing IT investments for maximize both internal and external customers (Morgan & Yallof, 2003).
Research environment at the National Bioproducts Institute (NBI)
Objectives of the Research
Limitations of the Research
The company has approximately 110 desktop computers supported by 1 Support Technician who is also responsible for first line support of the backend Microsoft Infrastructure. The SAP system is supported by 2 internal staff, while SAP projects are done by an on-site SAP consultant who is employed on an as-needed basis.
Research Methodology
- Target Population
- Sample Size
- Data collection
- Analysis of data
There is extensive information about IT service management available online, in journals and textbooks.
Structure of Study
- Chapter One - Introduction
- Chapter Two – Literature Review
- Chapter Three – Research Methodology
- Chapter Four – Results of Study
- Chapter Five – Conclusion
The research question and objectives are assessed and the answers to these questions are analyzed and presented. This chapter highlights the benefits of following the recommended approach and the rationale for the recommendation.
Conclusion
The data collection procedure is explained and the ethical considerations taken into account are detailed in this chapter. Data is modeled and correlated using various techniques to identify trends and provide useful information.
Introduction
Involving end users in formulating and measuring service agreements could help avoid these pitfalls. This should also create a forum for building stronger relationships between end users and the IT function (web 6).
Importance of the research area
The framework (ITIL) has a separate section dealing with IT service management, and one of the ITIL recommendations is the implementation of SLAs. The development of IT service provision and progress in various frameworks is evidence of the demands that companies have placed on IT departments to provide quality IT services in the most cost-effective way.
IT Service Level Agreement (SLA) Definition
Service level agreements describe the level of service that IT agrees to provide to customers or stakeholders, including rights and remedies in the event of service provider failure. IT management should be expressed in business language and should not use technical terms to describe the service.
ITSM Best Practices
The Service Level Agreement forms a key instrument of the ITIL framework and integrates all aspects of the framework for the implementation, configuration, capacity and service management of IT service delivery (Carter-Steel 2009). The acceptable level of services for each of the ITIL areas is agreed by the supplier and stakeholders in the Service Level Agreement.
Objectives of IT SLA
SLAs should be reviewed annually and the most common practice is to review each SLA on the anniversary of its implementation or adoption. Morgan & Yallof (2003) said that an SLA is a guideline or protocol for how all stakeholders will work together to deliver appropriate services.
SLA Stakeholders
First Call Resolution Rate (FCR) - the percentage of calls resolved within an agreed time frame. Abandonment Rate - The percentage of customers who leave the call before the call is answered.
Motivation for research
Do end users feel that the IT SLA is effective when it is composed solely by management. End users know how to use the service level agreement to maximize the IT service delivery.
Conclusion
Do the end users at NBI understand the purpose and importance of an IT Service Level Agreement. Managers and end users feel that the SLA can be improved by extending the formulation to end users.
Introduction
The sampling logic is that by conducting a survey among a sample population, we can draw conclusions about the entire population of the company (Blumberg et al, 2008). Quantitative research will determine whether end users should be involved in drawing up the Service Level Agreement.
Quantitative Research
Quantitative research emphasizes quantification in the collection and analysis of data that uses a deductive approach when looking at the relationship between theory and research (Bryman & Bell, 2007). The results of the survey will provide the NBI with valuable information on user perception of the current IT service level, whether computer users are familiar with the escalation procedure and SLAs for IT services, and whether end users should be included in the SLA formulation and monitoring. treat.
Population description and sample size
Data Collection Techniques and Instruments
The questionnaire uses a combination of the Likert scale, the dichotomous or simple category scale, the multiple-choice single-response scale and the checklist or multiple-choice single-response scale (Bryman & Cramer 2009). The dichotomous scale offers two mutually exclusive options, which are illustrated in question 1 of the questionnaire, where the options are either Male or Female.
Primary Data
Secondary Data
There is little research available on whether end users should participate in the design of the Service Level Agreement. The available literature suggests that end users should be involved in the monitoring and reporting of processes; But the creation of the Service Level Agreement is still mostly a management function.
Data collection procedure
The manager function can be seen as management's responsibility for the approval of the SLA, but this does not exclude end users from providing input into the compilation and monitoring of the SLA (Denny, 2009). Although research is available on IT service management in general, little attention has been paid to the role of the end user in SLA.
Data reliability and validity
Access to the survey website was requested for all users and access was granted within 5 days. A follow-up email was sent to all staff on the All_users distribution list, requesting participation in the survey, and an additional 4 weeks were allowed for users to complete the survey.
Ethical considerations
Responses increased to 55% within two weeks and in the last week there were 64 responses, making up 58.2% of the total population of 110. Remenyi et al, (2003) said that the level of end-user participation in the questionnaires indicates the end-user's acceptance of the research topic and the confidence that end-users have that the responses are anonymous.
Conclusion
Introduction
Analysis of Data
The data were coded using Microsoft Excel® 2007 SP2, a spreadsheet program that stores and organizes data. Coding of the data was performed in Microsoft Excel® 2007 SP2 and uploaded to SPSS.
Results of Data Analysis
Demographics
- Gender Across Age
- Length of service of employees (Q 4)
- Enjoy working with PC’s (Q 9) across Age (Q 2)
- Education (Q 6)
- Race (Q 3) vs. Gender (Q 1)
There were 31 respondents (48.4% of the sample population) who enjoyed working with PCs, which is a characteristic of the Generation X group. NBI's baby boomers enjoy working with computers, which is a positive for NBI, a company that embraces technology in all aspects of its business.
Assessing End-user understanding of IT SLA’s
- Time spent on PC’s (Q 8) across Applications used (Q 7)
- End-user understanding of the purpose of the IT SLA (Q 13) vs. User understanding for service escalation process (Q 14)
- Cross-tabulation of No of IT tasks logged (Q 10) vs. Users who perform basic troubleshooting (Q 11)
- How to determine Service Levels (Q 12) vs. SLA meets the needs of the business (Q 16)
- Understanding how the SLA is measured (Q 17) vs. the priority for IT Tasks (Q 18)
A high level of end-user IT proficiency can be beneficial to NBI when drafting IT SLAs. End-user involvement can assist the IT department in structuring a service level agreement to ensure end-user IT knowledge and skill levels.
Should end-users be part of the IT SLA formulation?
- Job function (Q 4) vs. the need for end-users to be represented in the formulation of the IT SLA (Q 19)
- Job Function (Q 4) vs. End-users can improve the IT SLA (Q 20)
- Satisfied with the current level of IT service (Q 15) vs. end-users should participate in the IT formulation (Q 19)
- The need for IT forum that represents end-users (Q 21) across Job (Q 5)
The purpose of the research is to assess the value of including end users in the IT SLA. The remaining respondents in the total sample supported the inclusion of end users in the SLA formulation and measurement process.
Conclusion
A forum is one way to represent end users, but other ways include expanding the IT steering committee to non-administrator end users. IT service needs to be measured and end user success should be the ultimate test of IT service quality (Meyer 2008).
Introduction
Assessment of research Objectives
Research Question 1: Do computer end users know their rights and recourse with regards to the company’s IT SLA?
The research question determines the end-user's understanding of the IT SLA, which is used to determine whether the end-users are sufficiently informed to participate in the design of the SLA. Question 13, End Users' Understanding of SLAs, and Question 14, SLA Escalation Process, were drawn using the Gartner Quadrant.
Research question 2: Should end-users be included in the formulation and acceptance of the company’s SLA?
The larger part of the population was found in quadrant 2, where users agreed on both questions. The end-user understanding is further highlighted in Figure 4.11, where 60.9% of respondents chose type of problem to determine task priorities, which is the current NBI help desk SLA process for prioritizing tasks.
Research question 3 - Can IT service level agreements become more effective if end-users are included in the formulation and measurement
Recommendations
The National Bioproducts Institute should consider the role of end users as important stakeholders in the IT service management by including end users in the SLA formulation and monitoring process. The decisions regarding the SLA formulation and monitoring process should rest with the NBI management, but the end user input should be considered for the purpose of achieving an effective SLA agreement.
Areas of Future Research
The definition of stakeholders needs to be revised and further research is needed to define the role of end users. The area of future research should evaluate the merits of including end users in the IT SLA formulation and identify the benefits for both the business and the end users.
Conclusion
You are invited to participate in a research project entitled "Should end users be part of the formulation and measurement of IT Service Level Agreements". 1 Female 20 – 30 years Indian 1 – 2 years Technical/Specialist Degree Microsoft Office, MS Outlook for E-mail, SAP, Internet More than 8 hours per day Strongly agree Less than 2 per month Strongly agree 2 Female 31 to 40 years White Technical years more little than Microsoftlo1. , SAP, Internet6 – 8 hours per day Strongly agree Less than 2 per month Strongly agree 3Male 31 to 40 yearsIndian2 – 5 years Director/Senior ManagerDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Strongly Agree3 – 53 calls per month 40 years Indian1 – 2 years Quality Operations DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Strongly Agree Less than 2 per month Agree 5Male20 – 30 years African Less than 1 year Operations manufacturingDegreeMicrosoft for, Internet SAP4,Microsoft. hours per day Strongly agree Less than 2 per month Strongly agree 6Male 31 to 40 yearsIndianMore than 10 years Manufacturing OperationsMatricMicrosoft Office, MS Outlook for e-mail, InternetLess than 1 hour per dayAgreeLess than 2 per monthDisagree 750FemaleWHFMMore than years. maMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours a day Strongly agree3 – 5 phone calls per month Agree 8Male 20 – 30 years African Less than 1 year Quality OperationsDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Agree3 – Agree5 9 Female31 to 40 years African Less than 1 year Administration/Finance/HROtherMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Strongly agree3 – 5 calls per month Agree 10 Female20 – 30 years AfricanalityQMicrosoftook2 years, OfficeMicroulook5 , SAP, Internet6 – 8 hours per day Strongly Agree Less than 2 per month Agree 11 Female 31 to 40 years White2 – 5 years Technical/Specialist DiplomaMicrosoft Office, MS Outlook for e-mail, Internet6 – 8 hours per day Fully agree3 – 5 calls 20 per month Strike 230 5 years Quality operations Diploma Microsoft Office, MS Outlook for E-mail, SAP, Internet, LIMS More than 8 hours per day Strongly agree3 – 5 calls per month Strongly agree 13Male 20 – 30 years African1 – 2 yearsAdministration/Finance/HRDiplomaMicrosoft, S. , Internet4 – 6 hours per day Strongly agree Less than 2 per month Disagree 14 Male 20 – 30 years African1 – 2 years Supervisor Diploma Microsoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day AgreeLess than 2 per month Few 25Mountain Africa5 to 11 greeMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 – 6 hours per day Strongly agree3 – 5 phone calls per month Neither agree nor disagree 16Female 20 – 30 years African Less than 1 year Quality Operations DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 more than 6 hours more 2 per month Agree 17 Female 20 – 30 yearsIndian2 – 5 yearsAdministration/Finance/HR DiplomaMicrosoft Office, MS Outlook for E -mail, SAP, Internet6 – 8 hours per day Fully agree3 – 5 phone calls per month Agree 18Female over 51 years Financial/Minifull,Microsoft years MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Agree Less than 2 in months Agree 19 Female 31 to 40 years African 2 – 5 years Administration/Finance/HR Diploma Microsoft Office, MS Outlook for E-mail, SAP, Internet 6 – 8 hours per day Stronger than 2 hours per day per month Disagree 20 Female 31 to 40 years Indian More than 10 years Quality Operations DiplomaMicrosoft Office, MS Outlook for E-mail, Internet, LIMS2 – 4 hours per day Agree Less than 2 per month Agree 21Male 31 to 40 years AfricanMicrosofte2/Minilook Office5 years E-mail , SAP, Internet6 – 8 hours per day Fully agree Less than 2 per month Agree 22Female 31 to 40 years of color Less than 1 year Administration/Finance/HRDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet2 – 4 hours per day more than 20 agree per month. – 30 years White2 – 5 years Technical/SpecialistPost Grad GradMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Agree Less than 2 per month Strongly agree 24Female31 to 40 years White 5 – 10 years Grad for E -mail, SAP, Internet6. -mail, SAP, Internet6 – 8 hours per day Strongly agree Less than 2 per month Strongly disagree 25Female41 to 50 yearsIndianMore than 10 years Quality operationsOtherMicrosoft Office, MS Outlook for E-mail, SAP, Internet, LIMS2 – 4 hours per dayI agree 21 years more. 40 years Indian2 – 5 years ManagerPost Grad GradMicrosoft Office, MS Outlook for E-mail, SAP, Internet More than 8 hours per day Strongly agree Less than 2 per month Agree 27Female20 – 30 years African2 – 5 years Manager Diploma in Internet, MSMicrosoft6 hours per day Agree Less than 2 per month Disagree 28 Male 31 to 40 years IndianMore than 10 years Administration/Finance/HRMatricMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 – 6 hours per day AgreeLess than 2 per month Agree 215 years Financial29 years/Years Financial29 /HR DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Agree Less than 2 per month Agree 30 Female 31 to 40 yearsIndian2 – 5 years Diploma SupervisorMicrosoft Office, MS Outlook for E-mail, Internet6 – 8 hours per day Agree2 or not more than agree 31Female41 to 50 years no mind than 1 year old/finance/hrdiplomamicrosoft office, MS Outlook for e-mail, SAP, Internet4-6 hours per day knowledge 3-5 calls per month in a row agree 32femalemore than 50 years old, than 10 years old/specialist Office, Office, MS in particular -mail, Internet4 – 6 hours a day Agree Less than 2 per month Neither agree or disagree 33Female41 to 50 yearsIndianMore than 10 years Diploma SupervisorMicrosoft Office, MS Outlook for E-mail, SAP, Internet2 – 4 hours per dayAgree Less than 30, less than 34 per month. Years Indian5 – 10 years Manager Degree Microsoft Office, MS Outlook for E-mail, SAP, Internet More than 8 hours per day Agree Less than 2 per month Agree 35 Female 31 to 40 years Colored 2 – 5 years Administration/Finance/Official for Internet, MS-Microsoft, S. hours per dayAgree3 – 5 calls per month Disagree 36Female41 to 50 yearsAfrican5 – 10 yearsAdministration/Finance/HRDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per dayAgreeLess than 2 per month African 5 – 10 years Administration/Finance/HRDiploma. Operations Degree Microsoft Office, MS Outlook for E-mail, SAP, Internet, LIMS4 – 6 hours per day Fully agree3 – 5 calls per month Agree 38Female20 – 30 yearsAfrican1 – 2 years Quality OperationsPost Grad GradDegreeMicrosoft Office, MS Outlook for E-mail , SAP, Internet4GreeLee than 2 per month Agree 39 Female 31 to 40 yearsIndian5 – 10 years Manager Post Grad DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet, LIMS6 – 8 hours per day Strongly agree Less than 2 per month Strongly agree 40 Female more than 31 years softeMicrote40 Outlook for E-mail, SAP, Internet 6 – 8 hours a day Strongly agree Less than 2 per month Agree 41 Female 41 to 50 years White more than 10 years Quality operations Diploma Microsoft Office, MS Outlook for E-mail, SAP, Internet, LIMS6 – 8 hours per day Strongly agree than 2 per month 42 Male 31 to 40 yearsIndian1 – 2 years Administration/Finance/HR DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 – 6 hours per day Strongly agree3 – 5 calls per month Strongly agree 43Male 31 to 40 years African2-DegreeMicrosoftoOffice, 5 years mail, SAP, Internet, LIMS6 – 8 hours per day Agree3 – 5 calls per month Agree 44Female 31 to 40 years African1 – 2 years Supervisor DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Minimum 25 to 55 years more than – 10 years Quality OperationsDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per day Nor agree or D3 – 5 calls per month Neither agree nor disagree 46 Male 41 to 50 years White More than 10 years Director/Senior ManagerMicrosoft DegreeMicrosoft, Post Gradgree -mail, SAP, Internet, LIMS6 – 8 hours per day Agree Less than 2 per month Strongly agree 47 Female 31 to 40 years African2 – 5 years Manager Diploma Microsoft Office, MS Outlook for E-mail, SAP, InternetMore than 8 hours per day5 Strongly agree or disagree. Disagree 48 Female over 50 years White over 10 years Administration/Finance/HRMatricMicrosoft Office, MS Outlook for E-mail, SAP, Internet 4 – 6 hours per day Agree Less than 2 per month Neither agree or disagree 49 Male 41 to 50 years MSHR DiplomaMicrosofteIndian Outlook for E-mail, SAP, Internet6 – 8 hours per day Strongly Agree Less than 2 per month Disagree 50 Male 41 to 50 yearsAfrican more than 10 years Production OperationsDiplomaMicrosoft Office, MS Outlook for E-mail , SAP, Internet4 – 6 hours per month 1 well over 20 years. – 30 years African2 – 5 years Diploma ManagerMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 – 6 hours per day Disagree or less than 2 per month Agree 52 Male 31 to 40 years African Less than 1 year Technician/Specialist for Emails-Internet1Matric day Agree Less than 2 per month Agree 53 Male 41 to 50 years African more than 10 years Diploma Supervisor Microsoft Office, MS Outlook for E-mail, SAP, Internet, LIMS4 – 6 hours per day Agree3 – 5 phone calls per month Agree 54More more than male 40 years OperationMore than Moor140 crosoft Office, MS Outlook for E -mail, internet2 – 4 hours per day Strongly agree Less than 2 per month Strongly agree 55Female 31 to 40 years African5 – 10 years Production Operations DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, LIMS6 – 8 hours a day, more than 50 years, more than 6 years a month. 10 yearsSupervisorOtherMS Outlook for E-mail, SAP2 – 4 hours per day Disagree3 – 5 calls per month Disagree 57Male 31 to 40 years African2 – 5 years Production OperationsMatricMicrosoft Office, MS Outlook for E-mail, MS Outlook for E-mail, a day more than 26 hours a day. Female 31 to 40 years Indian2 – 5 years Administration/Finance/Diploma Microsoft Office, MS Outlook for E-mail2 – 4 hours per day Agree Less than 2 per month Agree 59Male 31 to 40 years African2 – 5 years Production OperationsMatricOre MSGrelosoftAMatricLeeOffi ss than 2 per month Neither agree or disagree 60 Male 31 to 40 years African2 – 5 years Production Operations DiplomaMicrosoft Office, MS Outlook for E-mail, LIMS4 – 6 hours per day Agree3 – 5 phone calls per month Agree 61Male 31 to 40 years Agree. , SAP, LIMS4 – 6 hours per day Agree Less than 2 per month Neither agree nor disagree 62 Male 20 – 30 years African2 – 5 years Manufacturing Operations DiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet4 – 6 hours per day Agree3 – 5 calls per day Agree3 – 5 calls per day Agree3 – 5 calls per day Agree3 – 5 calls per day African30F05 or Can I agree. yearsProductionOperationsDiplomaMicrosoft Office, MS Outlook for E-mail, SAP, Internet6 – 8 hours per dayAgree3 – 5 phone calls per monthAgree 64Male 41 to 50 yearsAfricanMore than 10 yearsProduction OperationsMatricMicrosoft Office, MS Outlook for one E-mailSagree per month.
