Final Project Milestone Four: Service-Level Agreement

Using the PowerPoint file from Milestone Three, create new slides and speaker notes for the fifth section of the course project.

V. Recommend methods to improve IT service levels to comply with service-level agreements (SLA) provided to clients.

1. Summarize the performance requirements as outlined by the clients’ service-level agreements. Why are these important for determining areas for improvement?
2. Analyze the performance deficiencies and describe their underlying causes. Perform a comparison between current service levels and those described in the service-level agreement.
3. What recommendations can you provide to improve and resolve the help desk service performance concerns?
4. To what extent would the recommendations you had for improving and resolving help desk service performance concerns be enduring? In other words, would your recommendations ensure continuous improvement or static improvement, and why? What could you do to instill the concept of continuous improvement in the work environment?
5. What recommendations can you propose to instill continuous communication improvement within the IT team? For example, how can you monitor or provide in-house training for your team members on ways to communicate with customers?