Required

? Access to textbooks and other learning materials

? Computer with Microsoft Office and internet access

? Grow Management Consultants Company Information

? Grow Management Consultants Strategic Plan

You are the ICT Manager of Grow Management Consultants, a small consultancy company specialising in leadership development services. These include training for members of companies’ management teams and providing networking opportunities to managers from a wide variety of companies. More detailed information is provided in Grow Management Consultants Company Information. Currently, the company needs assistance in improving its website. They have a basic website, but it is due for an upgrade. Grow Management Consultants has two Administration Assistants who will need to be trained to maintain the website in the long term. You have been asked to help negotiate the contract with the chosen vendor (IT Biz Solutions), and then monitor the work and the contract for the duration of the project

1. Meet with the CEO to discuss the contract (20 minutes) Refer to the Role play simulation documents (Appendix A) at the end of this assessment. Although you are the company’s ICT Manager, and therefore have a good understanding of what must be done to the website, you are required to meet Paul Burns, the CEO of Grow Management Consultants to determine the boundaries of the contract. Prior to the meeting, review the following documents:

? Grow Management Consultants Company Information ? Grow Management Consultants Strategic Plan

? IT Biz Solutions Company Services

? IT Biz Solutions Fee Schedule

? Service Level Agreement Template As part of your discussion, you are to review the company’s Strategic Plan to ensure that the proposed project conforms with the company’s plans, and whether it will work with the timeframes set out in the plan. Before concluding the meeting, you should ensure that you have enough information to complete a draft version of the Service Level Agreement required for the project. This will then be reviewed by both the client and the vendor. During the meeting, you are required to demonstrate effective communication skills including:

? Speaking clearly and concisely

? Using non-verbal communication to assist with understanding

? Asking questions to identify required information

? Responding to questions as required

? Using active listening techniques to confirm understanding

2. Develop a draft contract Using the information from both companies’ business documents and from the meeting with your CEO, fill in a Service Level Agreement Template for the project. Both the client and the vendor will be given the opportunity to make changes to this, so save this version of the document as Draft Service Level Agreement.

3. Send an email to the vendor (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment and seek their feedback. Attach your Draft Service Level Agreement to the email.

4. Send an email to the CEO (your assessor). Wait until you have received a response from the vendor before sending this email. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should summarise the feedback that you have received from the vendor and ask for clarification. Attach your Draft Service Level Agreement to the email.

5. Revise the Service Level Agreement This version of the document should reflect the feedback that you have received by the vendor and the client (your CEO). Save this version of the document as Revised Service Level Agreement.

6. Send an email to the vendor (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the changes that you have made to the contract and seek their feedback and approval. Attach your Revised Service Level Agreement to the email.

SLA

[CLIENT NAME]

Service Level Agreement

1.1 Statement of Intent

The aim of this agreement is to provide a basis for close co-operation between [CLIENT NAME] and [VENDOR NAME], for support services to be provided by [VENDOR NAME] to [CLIENT NAME], thereby ensuring a timely and efficient support service is available to [CLIENT NAME] end users. The objectives of this agreement are detailed in Section 1.2.

This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

1.2 Objectives of Service Level Agreements

• To create an environment which is conducive to a co-operative relationship between [VENDOR NAME] and [CLIENT NAME] to ensure the effective support of end users
• To document the responsibilities of all parties taking part in the Agreement
• To ensure that [CLIENT NAME] achieves the provision of a high quality of service for end users with the full support of [VENDOR NAME].
• To define the commencement of the agreement, its initial term and the provision for reviews
• To define in detail the service to be delivered by [VENDOR NAME] and the level of service which can be expected by [CLIENT NAME], thereby reducing the risk of misunderstandings
• To provide a common understanding of service requirements/capabilities and of the principals involved in the measurement of service levels
• To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above

1.3 Definitions

1.4 Services

The following is a list of the agreed services to be provided by [VENDOR NAME] to [CLIENT NAME] and the agreed fees for each:

1.5 Maintenance Agreement Term

The term of this agreement is a (12) twelve-month term. The renewal term will automatically start once the term has lapsed unless termination has been received.

1.6 Maintenance Agreement Termination

a. The term or renewal term can be terminated as per a 10-day cooling off period after the commencement or renewal date of the agreement. Notice of this termination must be made in writing.

b. If the Client terminates the agreement prematurely to its term, then any unpaid Maintenance Service Fee’s will be invoiced based on the longest serving level.

1.7 Amendments to Contract

The Level of the Maintenance Agreement can be modified by giving 30 days’ notice in writing.

1.8 Client Responsibilities

1.8.1 Obligations

The Client agrees to provide [VENDOR NAME] with reasonable access to all necessary personnel to answer any questions about any problems reported by the Client regarding the project. The Client also agrees to promptly implement all updates provided by either a 3rd party or [VENDOR NAME], if requested.

When requested and necessary, the Client shall provide [VENDOR NAME] in writing a reasonable description of the maintenance required along with any additional information or requirements to complete the project.

1.8.2 Primary Contacts

The Client shall appoint one (1) individual within Client’s organisation to serve as primary contact between the Client and [VENDOR NAME] and to receive support through [VENDOR NAME]’s telephone support centre. All of the Client’s support enquiries shall be initiated through these contacts and logged internally.

1.8.3 Timing

[VENDOR NAME] will start working on the project within three (3) working days of this contract being agreed to by both parties.

1.8.4 Error Correction

Upon identification of any error in carrying out the project, the Client shall notify [VENDOR NAME] of such error and shall provide [VENDOR NAME] with a problem report and enough information to reproduce the error. [VENDOR NAME] shall use its reasonable efforts to respond to problem reports.

[VENDOR NAME] shall not be responsible for correcting any errors not attributable to [VENDOR NAME].

1.8.5 Increasing charges

The Company may increase the Annual Charge, Normal & Abnormal Hourly Charges as set out in this Agreement by giving 14 days’ prior written notice to take effect at the end of the notice period. In such an event, the Client may terminate this Agreement before the end of the said notice period by a written notice to the Company.

1.8.6 Representatives

[CLIENT NAME] and [VENDOR NAME] nominate the following representatives responsible for the monitoring and maintenance of the service agreement:

[CLIENT NAME]:

[VENDOR NAME]:

1.8.7 [CLIENT NAME] Contact Information

Address:

Tel:

Email:

Web:

Availability:

1.8.8 [VENDOR NAME] Contact Information

Address:

Tel:

Email:

Web:

Availability:

2.0 Acceptance of Agreement

I have read and agreed to the above Terms and Conditions and Service Agreement.

Client’s Signature: _____________________________

Date: __________________

Signature of [VENDOR NAME]’ Representative: ___________________________

Date: ______________________

7. Send an email to the CEO (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the changes that you have made to the contract and seek their feedback and approval. Attach your Revised Service Level Agreement to the email