Session 9 - Service Level Agreements

What is a Service Level Agreement?

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered.

The level of service definitions should be specific and measureable in each area. This allows the quality of service to be benchmarked and, if stipulated by the agreement, rewarded or penalized accordingly. An SLA will commonly use technical definitions that quantify the level of service such as mean time between failures (MTBF) or mean time to recovery, response, or resolution (MTTR), which specifies a “target” (average) or “minimum” value for service level performance.

https://www.paloaltonetworks.com/resources/learning-center/what-is-a-service-level-agreement-sla.html

Read the article Service-Level Agreements 101: An Executive Guide to Service-Level Agreements (SLAs)

http://www.cio.com.au/article/268177/service-level_agreements_101_an_executive_guide_service-level_agreements_slas_/

CLASS ACTIVITY 1

Find an example of a Service Level Agreement within the IT industry

• What are the terms?
• What level of support does it provide for?
• Is there a specific process?

Environmental Impact of Technology and Sustainability

Read the following articles

http://www.carnegiecyberacademy.com/facultyPages/environment/issues.html


http://www.mindcontroversy.com/effects-of-technology-in-environment/


http://www.ewaste.com.au/ewaste-articles/how-the-materials-found-in-ewaste-can-affect-human-health-and-the-environment/

The Story of Stuff Project

http://storyofstuff.org/movies/story-of-electronics/




http://storyofstuff.org/movies/story-of-stuff/

E-Waste

https://www.finance.gov.au/agimo-archive/better-practice-checklists/docs/Environment_Checklist.pdf



https://www.cleanup.org.au/PDF/au/clean-up-australia---e-waste-factsheet-final.pdf



http://splash.abc.net.au/home#!/media/524521/e-waste-recycling-and-sustainability


http://www.sbs.com.au/news/dateline/story/e-waste-hell

Class Activity 2

Find out about e-waste disposal in your area/shire/council

Is there a special program for e-waste?
Is there an e-waste policy?
Where/how can you get rid of your e-waste
Is there a cost?

How do you personally deal with any e-waste that you or your family generate?