Proccesses in Developing Helpdesk Application

10569 words (42 pages) Essay in Information Technology

18/05/20 Information Technology Reference this

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Definition of a process:

Process can be defined as the decisions or steps that are needed to be followed in order to achieve a target. An example could be to build a house its base must be made in order to make it last long. Now starting from making a base to start building to make to give it last touches like painting and all steps can be considered as a process. Majority of people never even realize that each and everything that we do doesn’t matter is our day to day work or our  leisure activities its just everywhere  (Baird, 2016). In the world of it process can include any equipment like inputs, man power or any sort of business objects that are must in order to make a service delivered successfully which is related with that process. The two process I will be talking about are written below:

  • Updating helpdesk Application
  • Information security management

Introduction and overview:

Vodafone is providing people with a helpdesk support and they use software in order to tackle the problems faced by their customers or employees in the organization. This software helps the customers tackle any sort of software or hardware related issues. What it does is that it send them solutions regarding any problem that they are facing related to mostly anything like broadband, hardware devices, mobile Telecommunication and many other things provided by Vodafone. Updating Helpdesk Application process will help in making the software more user friendly and add more features to it that are required in order to maintain good quality control among Vodafone and the consumers.

Goals:

The most crucial goal of this process is to keep the software up to date which means keep it full of updated and new features that will keep the app optimized. The next goal is to maintain the security of the application to keep it secure and less vulnerable to the hackers who wants to take it down. There are also many other functions that can help to enhance the software even more.

Objectives:

  • Software needs to be up to date
  • Software needs to be secure and safe
  • User interface of the application needs to be simple and easy to use.
  • Better change and risk.

Role Model

Role

Tasks

Ca. number of persons performing this role

Process Manager or PM

  • A plan needs to be developed for all the process
  • Responsible for reviewing the process in order to make it more efficient and effective.
  • Responsible for ensuring a pro
  • Employs need to be trained that are included in the process.
  • Recruiting people who are good enough for the process.
  • Providing updates to the management at an upper level.

1

Business Analyst

  • Gather any information or requirements required from the users.
  • Responsible for assisting and defining the process.
  • Ensure that all the deliverables of the process meet the needs and requirements.

2

Designer (UI & UX)

  • Responsible for creating a prototype.
  • Chooses an appropriate team for the UI designing.
  • Suggest any changes for the application.
  • Implement any changes to the user interface.

5

Solution Team

  • Responsible to execute any problematic issue
  • Responsible to deliver any environment or tools for the process.

5

Business relevant objects

“Business object / process artefact”

“Description”

Tech Required

Most of the technical equipment required for the process will be almost basic components :  Computers, Mobile Phones and Internet Connection.

Tools

Tools that are needed in order to make the process go smooth are: a text editor such as sublime text, notepad ++, etc.  A server to run tests on the prototype such as XAMPP or Apache.

Workspace

A workspace is necessary in order to manage all the people and devices which are going to involved in the process.

Communication

A proper communication between personal is must in order to make any changes and to keep team members and management updated.

Testing

Testing is one of the most important parts of the process in order to check and any new features and added applications to make sure they will be effective and efficient.

 

Activities:

“Inputs, required information“

  • Feedback is always required from the customres.
  • Sugestions from the customers can help to and can be implemented.
  • Keep the security patches in check.
  • Information regarding all the privacy policies from Vodafone.

“Roles involved“

  • Process Manager
  • Designer for UI & UX
  • DB Admin.
  • Business Analysts.

“Outputs“

  • Updated helpdesk application.
  • Application with better security
  • Friendly and easy user interface.
  • Hardworking employee and better consumer experience.

“Actions“

  • Identfying the tests required.
  • Proper and proactive communication.
  • Finishing the work assigned within the given time.

 

 

Interface

“Interface type: “require from” or “provide to””

“Interfacing process (and activity)”

“Description of the interface”

Required from solutions team

Information Technology Technical Support

A technical support team is mandatory is order to tackle any issue which takes place in the process.

Provided to UI & UX designer

Information about any changes or add any sort of new

Any sort of Information about any changes or any sort of functionalities that are needed to be added to the application.

Required from UI & UX designer

A prototype

 A prototype is required from the designers so that it can be finalized, and changes can be implemented to the production

Provided to database administrator

Information regarding any new databases

Database administrator is notified about any new databases or tables that are required to be created in order to make the application more dynamic and easily manageable.

Provided to & required from

Users

The finished product will be provided to the users and then further feedback will be required from the users to make any other changes

 

 

 

Key Performance Indicators:

Name of the KPI

Specification

Time Spent

This KPI is to measure the total amount of time spent by the team on the process.  This KPI is to identify the time spent by team or an individual.

Cost Performance Index

This is to identify the amount of money spent on the process and how much work has been completed in that process with the amount money spent.

Satisfaction of User

A survey will be used in order to gain the feedback from the users of the application regarding the changes that are recently made to the Helpdesk Application.

Number of Changes requested

This KPI is to identify the number of changes that were requested by the users or management.  To many requests for changes can have a negative effect on the process by increasing time, money etc.

 

 

Document Control

Document ID

Vodafone-Helpdesk_Update_014

Document title

Helpdesk Application Update

Definitive storage location

Not provided for security reasons.

Document owner

Vodafone NZ

Version

2.1.1

Last date of change

March 2019

Next review due date

Specific day wasn’t specified but in November 2019.

Version & change tracking

  • Improved the UI for easier navigation.
  • Fixed some bugs from the previous version.
  • Applied latest security patches.

 

Process 2 – Information Security Management

Process Definition:

This is a process that is widely used by many organizations, this process is made up of set or rules or policies that are required to be followed in order to protect the sensitive data, or information of an organization from hackers or any other potential threats.  This process helps by minimizing any potential risks for any security breach so that the continuity and pro-activeness of the business is ensured. (Rouse, 2011)

Introduction & Overview:

In order for an organization to grow especially, every organization needs to ensure their consumers that their information is secured and managed properly by the organization.  Broadband is one of the many services that are provided by the Vodafone.  That is why Information Security is one of their core components because they handle numerous amounts of consumer data such as their: DOB, Names, Identification Documents etc.  This type of information is really sensitive and can cause some major issues for both the individual and organization itself if that information falls into some wrong hands. 

Goals

The primary goal of this process is maintaining information security within the organization.  The other main goal is to look for any potential risks that can be exploited by hackers, look for any unusual activities on the network.  Primary goal is to safeguard all the information or data that is handled by the organization.  The other goal is to ensure that all the employees are working according to the privacy and security policies of the organization.

Objectives:

  • Ensure the safety of the consumer(s) data.
  • To increase the security of the organization.

 

Role Model:

Role

Tasks

“Ca. number of persons performing this role”

Head of Information Security

  • Responsible for Information Security within the organization.
  • Responsible for assigning the appropriate work to the team members.
  • Responsible for establishing or defining the security strategies for the organization.

1

Information Security Consultants

 

  • Responsible for providing the security awareness to the organization.
  • Responsible for reducing risks in every segment of Information Security.

4

Security Operations Team

  • Responsible for monitoring all day to day tools.
  • Responsible for monitoring all the day to day events related to Antiviruses, DLP, Firewalls etc.

1 Team 5 Persons

Penetration Tester

  • Responsible for providing security testing from a perspective of an attacker (Hacker).
  • Performs penetration for Mobile Apps, Web Apps, infrastructure and at network level.

3

 

Relevant Business Objects

“Business object / process artefact”

“Description”

Security Policies

These policies are documented by the management.  This is a document in which all the security policies are clearly explained and these polices are required to be followed by every employee of the organization to minimize the risk of any security breach.

Tools

There are many tools that are used by Information Security Professionals.  Some of the tools required for this process are: Kali Linux, Linux Command line tools

Testing

A lot of testing takes place in process to ensure information security.  Many tests such as network penetration testing, mobile app penetration, web app penetration, infrastructure penetration.

Information Security Code of Practice

These are code of practices that are required to be followed if there is a security breach or any time whenever the security of the organization is compromised for some reason.

Workspace

A proper workspace is required for this process.  All the steps that are taken in this process should remain confidential.  A workspace is also required so that there is regular communication regarding any updates on a regular basis.

 

Activities:

“Inputs, required information“

  • Any incident reports from the Security operations team.
  • Proper timelines or deadlines for any projects from the Head of Information Security.
  • Proper documentation of the strategy or plan that needs to be implemented.

“Roles involved“

  • Head of Information Security.
  • Information Security Consultants.
  • Security Operatations Team.

“Outputs“

  • Secured overall organization Infrastructure.
  • Secured organization’s netowork.
  • Reduced risks of an data leaks.
  • Secured web apps and mobile apps.

“Actions“

  • Head of Information Security is responsible for assigning the work or establishing any securty strategies.
  • Perform penetration testing on different aspects to ensure information Security.
  • Following the Security and Privacy policies of the organization.

“Alternative actions, exceptions, additional information“

         Providing training to onboarding member only if required by the head of information security.

 

Interfaces:

“Interface type: “require from” or “provide to””

“Interfacing process (and activity)”

“Description of the interface”

Required from the Head of Information Security

Security Strategies

In this interface all the planning and strategies are planned by the Head of information security.

Required from Information Security Consultant

Solutions or Changes

Security Consultants are required to provide any appropriate solutions or changes that can further help in improving the information security of the organization’s infrastructure.

Required from Security Operations Team

Monitoring

Security Operations team is required to monitor the network to check for any potential threats, unusual activities or flaws within the network.

Required from Security Operations Team

Events & Logs

Security operations team is further required to prepare any incident report whenever required or a threat handling reports with all the events and logs.

Provided to and Required from Penetration Tester

Penetration Tester

Details of the tests that are required to be performed is provided to the Penetrations Tester then further reports are required from the Penetration Tester after the tests are conducted.

 

Key Performance Indicators:

“Name of the KPI”

“Specification”

Detection Time

This KPI is to measure the performance of the Information Security Team in terms of how long it took for them in order to locate the Potential Threat.

Resolution Time

This KPI is to measure the time that was taken by Information team to eliminate that potential threat after it was detected.  

Measures Implied

This KPI is to measure the amount of measure that were implied for eliminating the potential threat.  The lower the measures the lower the time information security team will take in order to eliminate a risk.

Number of Breaches

This KPI is to measure the effectiveness of the measures implied.  Number of breaches after the Security Measures are implemented will determine the effectiveness of the measures taken.

Document Control:

Document ID

Vodafone_ISM010

Document title

Information Security Management

Definitive storage location

Not provided due to security reasons.

Document owner

Vodafone New Zealand

Version

1.2

Last date of change

May 29, 2019

Next review due date

June 6, 2019

Version & change tracking

  • Implemented More security Changes.
  • Performed penetration tests to look for more potential risks.

 

Deliverable No. 2(Service Design 1 – Helpdesk Support)

Service Overview:

The table below will provide a basic overview and general information regarding the Helpdesk Support service offered by Vodafone:

Name

Helpdesk Support Service.

“General / initial service description”

This service is provided to both the employees working within the organization and to the consumers using the services offered by the Vodafone.  

“(Potential) service customers and users”

Any consumers that are using any services that are provided by the Vodafone and employees that are working within the Vodafone organization are the potential customers or users of this service.

Business Case:

The table below shows the business case for Helpdesk Support Service offered by Vodafone for making any informed decision-making for developing the service portfolio:

Part 1: The customer perspective

“Status quo / current situation (baseline)”

Currently this service is being used by many consumers that are using the services offered by the Vodafone.  Same service is also used by the employee of the Vodafone to resolve any issues specifically related to IT within the organization as well.

“Expected customer and user benefits / value proposition”

This service allows the consumers of Vodafone to easily get in touch with the Vodafone regarding any problems or any general queries.  Consumers can log any faults 24*7

Part 2: The service provider perspective

Best case

Average case

Worst case

“Demand assessment”

Higher consumer base due to the services that are being offered by Vodafone.

Many other tough competitors in the market providing the same services can reduce the consumer base.

No utilization of helpdesk support if Vodafone loses the competition and other broadband providers take over.

“Assumptions and constraints”

Highly efficient, easy for consumers to get in touch with Vodafone.

Lack of compatibility with many other business objects or interfaces.

No security being provided to safeguard the credentials of consumers and employees.

“Expected organizational impact on the service provider”

Provide quality consumer support to increase consumer base and provide quality support within organization t increase productivity and efficiency.

Struggle to keep up with all the inquires that might come though some there is a major unplanned outage.

Threat of missing consumer inquires or issues that can create a bad image.

“Expected resource and/or financial impact”

“Expenses”

Low

Medium

High

“Revenue”

High

Low or Medium

Low

“Risks”

Low Risks

Average Risks

High Risks

 

Service Requirement Analysis:

Category

Requirements

Weight

“Functional and technical service requirements”

  • Helpdesk Support Software
  • Regular updates.
  • A database for storing consumer(s) information.

80

“Availability, continuity and performance-related service requirements”

  • A continuous availability.
  • 24*7 Support.
  • Quick responses.

85

“Security and data protection-related service requirements”

  • Usage of HTTPS protocol use.
  • DLP (Data Leak Prevention).
  • Encryption.

100

“Usability-related service requirements”

  • Continuous Availability.
  • 24*7 Fault logging ability.

75

“Organizational service requirements”

  • A website from where users can log their faults.
  • A software for the support providers to interact with consumers, employees to provide appropriate solutions.

80

 

Service and Technical Design

The overview of the core components and their dependencies so that a better understanding of the service can be provided are mentioned below:

High-Level Service Architecture

Enabling Service Components:

  • A websitethat can be used by the consumer to log a fault.
  • A Helpdesk Support Softwarethat will be used to manage the fault logged by the consumers or employees.

Enhancing Service Components:

  • Ongoing support for the Helpdesk Software.
  • Applying latest security patches to the helpdesk software.
  • Providing encryption to the consumer details.
  • Quickly responding to the queries coming through.

Integration and dependencies:

 

Fig 1(Helpdesk Support Service Architecture)(Agile, 2019)

Technical Service Architecture:

  • Environment Architecture:  Whenever a consumer or an employee log a complaint an email is sent to the support engineer so that the fault can be dealt with quickly.
  • Network Infrastructure:  All the data of the consumers or employees that is handled by the organization is encryped when it comes through the network.
  • Hardware:  Laptops, Computers.
  • Software/Applications:  Web browsers, Zen-Desk, Online webpage to log faults.

 

 

 

 

 

 

Service Deployment

Service Acceptance Criteria:

Category

Acceptance criteria

Critical?

“Functional and technical acceptance criteria”

  • “Functionality to be effectively provided by the service”
  • “Other”

Easier way to get in touch with the client.  Ability to log a fault online 24*7.  Lesser wait times to talk to a member of the support team.

Yes

“Availability, continuity and performance-related acceptance criteria”

Easier way to get in touch with Vodafone regarding any issues or general queries 24*7

Yes

“Security and data protection-related acceptance criteria”

Continuous Security offered, consumers and employees’ information are encrypted. 

Yes

“Usability-related acceptance criteria”

User friendly Interface

No

“Organisational acceptance criteria”

  • “Criteria for effective communication”
  • “Criteria for effective user or support staff training”

High quality control.

No

 

The table below shows the critical acceptance if any that are not achieved that resulted as a show-stopper or delay in some way:

“Number of unachieved critical acceptance criteria preventing deployment”

0

“Number of unachieved non-critical acceptance criteria preventing deployment”

0

Service Translation Plan:

Phase

“Activities and timing”

Responsibilities (RACI)

“Links / references to other documents”

“Form Page”

A form page is created so that consumer can log their complaints through the Vodafone website.

  • UI UX Designer.
  • Database Administrator.
  • PHP programmer.
  • Review team.

NA

“Database Administration”

Database or new tables are created so that all the queries coming in from consumers are saved and can be used for any further purpose.

  • Database Administration.
  • PHP programmer.
  • Graphic Designer.
  • UI & UX designer.

NA

“Testing”

Making sure that everything is working fine, and consumer can log their fault without any problem

  • Solution Team.
  • Support Agent.
  • Process Manager.
  • Designer.

Report of Test & Plan.

“Operation with early life support”

Successful resolution of an issue or suggestion for a query in an appropriate amount of time.

  • Support Team.
  • Customer Support Agent.
  • Process Manager.
  • Customer.

NA

“Regular operation”

 

Keeping track of all the known issues that are being faced by a number of consumers at a same time.

  • Customer Support.
  • Testing Team.
  • Process Manager.
  • Consumer.

NA

 

 

 

Service Design 2 – Broadband

Service Overview:

“Service name”

Broadband

“General / initial service description”

Vodafone provides services like Fibre and broadband.  These services are used by consumers to access Internet or VOIP depending on their needs.

“(Potential) service customers and users”

Everyone is a potential customer if they want to.  Anyone can sign up for their broadband service as they please and choose an appropriate plan depending on the consumption of their data.

 

Business Care:

Part 1: The customer perspective

“Status quo / current situation (baseline)”

This service is provided by Vodafone to many such as homes, businesses, schools etc.  They have many family plans and discounts.  There is also a 24*7 customer support service available for all the consumers with proper skilled support agents to eliminate any issue logged by consumers quickly.

“Expected customer and user benefits / value proposition”

Vodafone comes up with many new strategies and plans to help and provide their customers new features and functionalities.  They even have many family discounts.  They even provide their consumers the ability to change their plan whenever they like.  The broadband service offered by Vodafone is reasonable priced so it can be afforded by everyone.  They provide one of the best coverages as well.

Part 2: The service provider perspective

Best case

Average case

Worst case

“Demand assessment”

Speed of Internet up to 100 Mbps

Speed of Internet up to 60 Mbps

Speed of Internet up to 6 Mbps

“Assumptions and constraints”

Speed should always stay at 80 to 100 Mbps.

Internet speed of 50 Mbps will never reach 60 Mbps

Speed of 6 Mbps will never be more than 10 Mbps.

“Expected organizational impact on the service provider”

24 * 7 consumer support is provided/

Not able to resolve any network related issues.

No solutions provided whatsoever, bad reputation for the company.

“Expected resource and/or financial impact”

Expenses

Low

Medium

High

Revenue

5 Billion

2 Billion

Under a billion.

Risks

Low

Mediocre or average

High

 

Service Requirements Analysis:

Category

Requirements

Weight

“Functional and technical service requirements”

  • A Database is required.
  • Technicians specialized in ethernet and fibre installation.

90

“Availability, continuity and performance-related service requirements”

  • Control team.
  • 24*7 free consumer support.
  • Internet speed as guaranteed.

95

“Security and data protection-related service requirements”

  • Data is secured.
  • Consumer(s) information or credentials are encrypted.
  • Ongoing penetration testing (network, webapp, mobile apps.
  • Secured internet connection.

100

“Usability-related service requirements”

  • Regular Back-ups, Storage etc.
  • Always accessible.
  • 24*7 fault logging ability.

80

“Organizational service requirements”

  • Workshops for workers to further polish or develop their skills.
  • Reliability, accessibility.
  • Security for the consumers.
  • Career advancement.

85

 

 

 

Service and Technical Design

Service Architecture:

The overview of all the dependencies and required components so that a better understanding can be provided for the broadband service offered by Vodafone is provided below:

High Level Architecture

Enabling Service Components:

  • NAT Router and a Firewall.
  • Network Switch depending on the organization.
  • Area needs to be covered.

Enhancing Service Components:

  • Ongoing 24/7 consumer support portal.
  • A web app so that consumers can get knowledge about all the services or any changes.
  • A mobile app for easier or automatic payments.

 

 

 

 

 

 

Integration and Dependencies:

Fig 2 (Broadband Service Architecture)(Ergun, 2017)

 

Technical Service Architecture:

  • Environmental Architecture: In many cases nowadays, they have to dig up streets to make a way for the fiber optic cables to be installed so more and more homes and organization can get their fiber connection.
  • Hardware:  There are many hardware devices that can be involved in this service depending on the needs of the consumer.  But for a basic broadband service no more than a DSL modem is required.  This is to convert the digital signals to analogue signals for the communication to take place.
  • Software/Applications:  Vodafone offers their official website for any complaints to be logged by consumers or find more information on services that are offered by them.  There is a mobile app as well for easier and automated payments.
  • Information:  All the information regarding this service can be accessed through the online webapp that Vodafone has or they can also use the helpdesk Support service which is available 24*7.

Service Deployment

Service Acceptance Criteria:

Category

Acceptance criteria

Critical?

“Functional and technical acceptance criteria”

  • “Functionality to be effectively provided by the service”
  • Other
  • There should be a proper coverage for each area.
  • A 24*7 consumer support portal.

Yes

“Availability, continuity and performance-related acceptance criteria”

  • Internet should be reliable and provide proper speed for communication.
  • 24*7 consumer support.

Yes

“Security and data protection-related acceptance criteria”

  • All the communication that takes place over the Vodafone should be secured.  All the credentials of the consumers held by Vodafone should be encrypted and kept secure all the time.

Yes

“Usability-related acceptance criteria”

  • All the communication that takes over their Internet line is properly secured.  Moreover, high internet speeds are offered depending on the plan of a consumer.

Yes

“Organisational acceptance criteria”

  • “Criteria for effective communication”
  • “Criteria for effective user or support staff training”
  • Proper training is provided to staff members that are on the consumer support so that they are equipped with the knowledge of the services that are offered and how to handle tough consumers etc.

No

The table below shows the critical acceptance if any that are not achieved that resulted as a show-stopper or delay in some way:

“Number of unachieved critical acceptance criteria preventing deployment”

NA

“Number of unachieved non-critical acceptance criteria preventing deployment”

NA

Service Transition Plan:

Phase

“Activities and timing”

“Responsibilities (RACI)”

“Links / references to other documents”

“Specification, negotiation and agreement”

In this phase all the requirements regarding the upcoming services are provided and proper agreement documentation.

  • Manage of the project.

NA

“Development and procurement”

All the new services that will be introduced should have new features and user friendly.  There should be new features added to the web and mobile app for a better consumer experience.

  • Project Manager.
  • Developer Manger.
  • Developer.
  • UI & UX Designer.

NA

Testing

All the new features or functions introduced on the web or mobile app should go through a test phase to detect any flaws.

  • Tester.
  • Developer.
  • Developer Manager.
  • Project Manager.

NA

“Operation with early life support”

Proper support should be provided to all the consumers regarding the new service.  The consumer support team should be trained properly to tackle any issue or faults quickly.

  • Helpdesk Support Manager.
  • Consumer Support Team.
  • Project manager.

NA

“Regular operation”

 

All the services should be looked at or monitored on a regular basis.  The services should be maintained and accessible by consumers all the time.

  • Service Manager.
  • Testing Team.
  • Project Manager.

NA

 

 

Deliverable No. 3(Service Level Agreement 1 – Helpdesk Support)

General:

This agreement is made between the Consumer of Vodafone and Vodafone itself.  It is responsible for representing and covering the support of the services.  This agreement is only applied to services offered by Vodafone under their standard Terms & Conditions of the business.

Scope and Description of the Service:

The Helpdesk Support service provided by the Vodafone is the primary point of contact for any consumer.  Scopes of this service are mentioned below: (NZ, 2013)

  • Providing the ability to consumers to log faults 24×7.
  • Providing a resolution for the fault or complaint logged by the consumer.

Service Hours & Exceptions:

The Helpdesk Support service is available and accessible by the consumers every day and anytime of the day 24*7 online or they can also use the toll-free number which is:  0508 888 800

Service Components & Dependencies: 

  • A team of trained professionals for the consumer support to quickly tackle any faults logged by the consumers.
  • A portal for consumers to log a fault online through the web or mobile application.
  • Details of the individual to contact them back regarding any changes or updates.

Support:

The Helpdesk Support service is available and accessible by the consumers every day and anytime of the day 24*7 online or they can also use the toll-free number which is:  0508 888 800.  Consumers can also use the Vodafone website to contact online and also the mobile app that is offered by Vodafone to log any fault whenever needed.

Incident Handling:

  • All the faults logged by the consumers are dealt with and resolved as soon as possible.
  • All the unresolved faults are escalated to the appropriate department of the Vodafone.
  • Follow-up communication takes place to update the consumer regarding the logged fault.

Fulfilment of Service Requests:

  • Successful resolution of the fault.
  • Proper follow-up for any updates or changes.
  • Alternatives offered if the fault isn’t resolved in a reasonable time.
  • Advising consumers to avoid the same problem from happening again.

Service Level Targets:

Service level parameter

Target

“Overall service availability”

24*7

Time of response

4 hours during the hours of service.

Follow-up

In 2 hours or whenever required.

 

Limitations & Constraints:

  • Lack of error handling effectiveness.
  • There should be no refund after a service is used.
  • No information of an individual is shared with another individual.
  • Proper credentials and IDs required to switch or change a service.

 

 

 

Communication, Reporting & Escalation

General Communication:

“Customer contact for the service provider”

0508 888 800

“Service provider contact for the customer”

Stored in the Consumer database of Vodafone.

“Service provider contact for service users”

Stored in the Consumer database of Vodafone.

 

Regular Reporting:

Report title

Contents

Frequency

Delivery

Annual Report

This report contains everything that went well or wrong.  Basically performance, improvements or issues.

Annually once every year.

Through the web or mobile application.

 

SLA Violations:

The violation of the SLA is a major concern for the organization.  There will be legal steps that will be taken and report will be submitted to the legal team of Vodafone or to the government authorities.

Escalations & Complaints:

All the faults that are unresolved are automatically escalated by the service provider to an appropriate service department within the organization to better help the consumers.

Information Security & Data Protection:

  • The organization follows the Privacy Act 1993.
  • All the consumer information stored on the databases are stored in a secure location and are encrypted.

Additional Responsibilities of the Service Provider:

  • Keep maintain their web and mobile app to make it more user friendly and add more functionalities that will help the users.
  • Keeping the data of the consumers secured all the time.

Customer Responsibilities:

  • Not to misuse the service.
  • A reasonable notice for any activity planned to avoid any interruption of the service.
  • Proper contact details for any follow-contact.

Review:

There will be reviews or audits that will take place once every 2 weeks.  These reviews are to check if the offered service can be further improved or to look for any gaps or flaws so that they can be eliminated quickly.  (NZ, 2013)

Glossary of Terms:

NA

Document Control:

Document ID

Vodafone_SLA_Helpdesk

Document title

Business Service Level Agreement

Definitive storage location

https://www.vodafone.co.nz/legal/terms-conditions/business-service-level-agreement/

Document owner

Vodafone

Version

2.0

Last date of change

1 April 2013

Next review due date

Not Given

Version & change tracking

NA

 

Service Level Agreement 2 – Broadband

General:

This agreement is made between the consumer of Vodafone and Vodafone.  This agreement is only applied to services offered by Vodafone under their standard Terms & Conditions of the business.  The start of SLA and expiration of the SLA wasn’t provided.

Scope & Description of the Service:

This SLA applies to the broadband service that is offered to consumers by Vodafone.  This service is known as Residential Broadband.  The primary scope is to provide consumers with the best possible broadband experience.  So that the network can’t be slowed or throttled down.  (NZ, Terms – Residential Broadband, 2019)

Service Hours & Exceptions:

This service is available 24*7 throughout the year. 

Service Components & Dependencies:

  • Customer support portal that should be available 24*7.
  • A dedicated broadband line for the communication to take place.
  • A DSL, VDSL model depending on the network to convert the digital signals into analogue signals.

 

 

 

Support:

Support for this service is available for all the consumers of Vodafone.  Which is accessible 24×7.  This support system can be used to log any faults or queries or users can also use this support service to get any quotes or for any queries.

 

 

Incident Handling:

  • All the faults logged by the consumers are dealt with and resolved as soon as possible.
  • All the unresolved faults are escalated to the appropriate department of the Vodafone.
  • Follow-up communication takes place to update the consumer regarding the logged fault.

Fulfilment of Service Requests:

  • Successful resolution of the fault.
  • Proper follow-up for any updates or changes.
  • Alternatives offered if the fault isn’t resolved in a reasonable time.
  • Cheap plans, half deal prices etc.

Service Level Targets:

Service level parameter

Target

“Overall service availability”

24*7

Broadband

45 – 70%

Telecommunication

90 – 95%

 

Limitations & Constraints:

  • There can’t be any changes made to a restricted plan.
  • All the bills and payments should be paid on time or it can result in service termination.
  • There can’t be any refund made after the service is used.

 

General Communication:

“Customer contact for the service provider”

0508 888 800

“Service provider contact for the customer”

Stored in the Consumer database of Vodafone.

“Service provider contact for service users”

Stored in the Consumer database of Vodafone.

 

Regular Reporting:

Report title

Contents

Frequency

Delivery

Analysis

This report contains everything that went well or wrong.  Basically performance, improvements or issues.

Annually or once every six months.

Through the web or mobile application.

 

SLA Violations:

The violation of the SLA is a major concern for the organization.  There will be legal steps that will be taken and report will be submitted to the legal team of Vodafone or to the government authorities.

Information Security & Data Protection:

  • The organization follows the Privacy Act 1993.
  • All the consumer information stored on the databases are stored in a secure location and are encrypted.

Additional Responsibilities of the Service Provider:

  • Keeping the data of the consumers secured all the time.
  • Making sure the internet connection is secured & accessible all the time.

Review:

  • There will be reviews or audits that will take place once every 2 weeks.  These reviews are to check if the offered service can be further improved or to look for any gaps or flaws so that they can be eliminated quickly.  (NZ, 2013)

Glossary of Terms:

  • NA

Document Control:

Document ID

Vodafone_Residential_Broadband

Document title

Terms – Residential Broadband

Definitive storage location

https://www.vodafone.co.nz/legal/terms-conditions/residential-fixed/

Document owner

Vodafone

Version

2.0

Last date of change

Not Given

Next review due date

Not Given

Version & change tracking

NA

Deliverable No. 3(Service Portfolio 1 – Helpdesk Support)

Service overview

“Service name”

Helpdesk Support

“Service status”

Active

“Service description”

This service is offered by Vodafone to their consumers to log any faults or queries 24×7.

“Service customers and users”

Service Consumers of Vodafone.

Business Case

“Problem addressed or benefit created (value proposition)”

There are no problems identified yet with the current system.

“Competitors and similar services”

NA

“Unique selling points / distinguishing characteristics”

This service if free for everyone.

Service management information

“Service owner”

Vodafone NZ

“Contact information (internal)”

https://www.vodafone.co.nz

“Service area/category”

New Zealand

“Service agreements”

Not to be misused, resolve issues as soon as possible.

“Support unit / group”

Vodafone NZ

Service architecture

“Core service components (enabling components)”

Web Application, Mobile Application a portal to for consumers to log complaints or faults.

“Additional service components (enhancing components)”

NA

“Dependencies”

Should be a user of Vodafone

“Service packages”

Free

Finances & resources

“Cost to provide”

Not Specified

“Funding / resources source”

Not Specified

“Pricing”

Free

Service Portfolio 2 – Broadband

Service overview

“Service name”

Broadband

“Service status”

Active

“Service description”

It provides broadband or fibre internet connection to houses or businesses.

“Service customers and users”

All the consumers of Vodafone

Business Case

“Problem addressed or benefit created (value proposition)”

There are not problems detected with the current system yet.

“Competitors and similar services”

Many other companies such as 2 degrees, spark.

“Unique selling points / distinguishing characteristics”

Deals, Family plans and discounts.

Service management information

“Service owner”

Vodafone NZ

“Contact information (internal)”

https://www.vodafone.co.nz

“Service area/category”

Worldwide

“Service agreements”

Based on the contract and plan.

“Support unit / group”

Vodafone NZ

Service architecture

“Core service components (enabling components)”

Modem, Broadband Line, Ethernet cables.

“Additional service components (enhancing components)”

Fibre Optic Cables

“Dependencies”

Must be a consumer of Vodafone

“Service packages”

It is reasonable

Finances & resources

“Cost to provide”

Not Specified

“Funding / resources source”

Not Specified

“Pricing”

Depends on the plan

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