Computer Science Assignment (Also be a good writer)

a) Now choose one particular specific service for which the SLA you evaluated applies (I’m evaluating Help Desk Service Level Agreement). (Some SLAs apply to a single IT service and some apply to a group of IT services. State what that service is; be as specific as possible.

b) For the one specific service you have identified, clearly define a measure

that might be taken periodically to assess one aspect of quality of the service (the quality aspect should be mentioned in the Service Level Management).

c) State which of the three pillars of service quality measurement, as defined

in the slides Service Level Management is the correct category for your metric.

d) Create a small amount of fake, time-based (probably), sample data for your

metric in order to create a graph that might be used in a report that documents some aspect of service performance.

Note: The Underline words above is clickable and it will direct you to a page. If that doesn’t work, I will also upload and attached them to this assignment. Again, I’m evaluating Help Desk Service Level Agreement. Service Level Management is a lecture note from my professor and it is important that you read it and understand it in order to help you answer the questions above.