Task Description

Overview

Your textbook (Frenzel and Frenzel 2004) discusses the theoretical framework for SLAs in Chapter 12 - Developing and Managing Customer Expectations.

Microsoft has a Service Level Agreement (SLA) for Office365, which can be located by the following URL:

https://technet.microsoft.com/en-au/library/office-365-service-level-agreement. aspx

In this assignment you are to compare the MS-SLA document with the theoretical framework discussed in the textbook. You will need to present your comparison in the form of a report.

Requirements

The report must be in PDF format, and approximately four pages in length excluding cover sheets and bibliography with 12 point Times New Roman font and 1.5 line spacing.

You should choose an appropriate format for the report based on how you wish to perform the comparison. Your report should include at least the following analysis:

- What does the textbook identify as part of an SLA that is missing from the MS-SLA? What reasons can you identify for why Microsoft might not include these aspects?

- What parts of the MS-SLA are not found in the textbook description of an SLA? Provide reasons why you think Microsoft found them necessary, yet the book didnt.

- Draw some conclusions as to the effectiveness of this SLA from the perspective of ITSD and from the customers.

Marking Criterion

The general guidelines followed for marking this assignment will be as follows:
- How well the answer addressed all the sections of the assignment specification that included:
- What aspects of the SLA identified in the text but missing in the MS-SLA
- The reasons for such omissions in MS-SLA
- What aspects were found in MS-SLA but not in the Text
- The reasons for Microsoft to find them in their SLA
- Effectiveness of SLA from the perspective of ITSD
- How well qualitatively presented the arguments for the above rather than as an itemised list
- How clearly and completely presented the arguments for the above aspects
- How scholastically presented the answer, in a balanced or unbiased manner

The mark obtained by a student was a reflection on how well he/she met the marking guidelines or, in other words, how far deviated from the guidelines.