need help with capstone project

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Capstone Purpose

The purpose of this capstone is to create an application that helps an organization to keep

track of the Service Level Agreements (SLAs) that they have with their customers. Conventional

systems allow tracking Operational Level Agreements and Service Level Agreements but the

organizations cannot customize the SLA’s.

Problem Statement and Thesis

SLA defines the level of service that an organization should deliver to the customer, it lays

out metrics by which the service is measured. If the organization fails to meet the SLAs, a penalty

is triggered. Most applications in the market today help with tracking monotonous SLAs like call

center SLAs or Application response time SLAs. The market does not have a comprehensive

system that allows organizations to track customizable SLAs, the Service Level Agreement

Tracking Application (SLATA) aims to solve that problem.

Project Scope

The scope of this project is specific to create a framework for SLATA, so the companies

can use this product to track their SLAs that will help them to maintain and report accurately.

The framework includes the table structure, application UI and provides recommendations for

server architecture.

Solution

To develop an application that companies can purchase to create and track SLAs across

different products that range from system availability, system response time to incident

management, and call center. The application has a UI and Database. The application comes with

a standard data structure and can be customized as per the organization’s needs. The UI helps to

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visualize the application and is developed using Python programming language. Organizations

can choose the database vendor. Typically SLAs are between a company and an external

client/vendor, sometimes the SLAs can be between internal teams. The application will have

capabilities to track conventional SLAs, SLAs within the organization, vendor SLAs, OLAs and will

have capabilities to link the SLAs and OLAs to get a better understanding of the service level

offerings. There are a lot of benefits in having SLA, OLA information in one place and link them.

Accuracy in SLA reporting, correlating SLAs and OLAs so the organization does not over promise

and under deliver are some of the benefits of having SLATA.

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References

“The Best SLA Monitoring SOFTWARE (4 Top Options): Tek-Tools.” TekTools. Last modified

October 22, 2020. Accessed September 21, 2021. https://www.tek-tools.com/itsm/best-

sla-monitoring-software.

Kaery, Tim. “9 Best Sla MANAGEMENT Monitoring Tools for 2021 (Paid & Free).”

Comparitech. Last modified August 27, 2021. Accessed September 21, 2021.

https://www.comparitech.com/net-admin/best-sla-monitoring-tools/.

Overby, Stephanie, Lynn Greiner, and Lauren Gibbons Paul. “What Is an Sla? Best Practices for

Service-Level Agreements.” CIO. CIO, July 5, 2017. Last modified July 5, 2017. Accessed

September 21, 2021. https://www.cio.com/article/2438284/outsourcing-sla-definitions-

and-solutions.html.

Wennerström, Markus. “Process Improvement for Problem Management: A Case Study of

Basware,” 2014.