6IM508 Commercial management of IT

 Assignment 2 brief - 30%

You are the commercial manager for IT at the University of Derby. You are sourcing a new service partner to provide IT support services for staff and students.

Based on previous years, the University has created a Service Level Agreement (SLA). An extract from the SLA is shown below. You need to understand the potential risks involved with the contract and the value of this contract is £120,000 per year.

Extract:

Type	Measurement	Penalty
Weekly Status Report	Delivered at not less than seven calendar day intervals	5% of monthly invoice
Monthly Status Report	Delivered at monthly intervals and not less than two business days before scheduled review meeting	5% of monthly invoice
Quarterly Status Report	Delivered at quarterly intervals and not less than five business days before scheduled review meeting	5% of monthly invoice

 

Tasks
1.      Using the SLA penalties outlined above, calculate with the use of Excel the expected contractual penalties from the raw service data below for a one year contract.
·       The Raw Service Data summary for one year:
o   Weekly Status Reports took over 10 days (5 times).
o   Monthly Status Reports were delivered on the day of the review meeting (2 times).
o   Quarterly Status Reports were on time (3 times).
o   Severity Level 1 problems resolved in less than 2 hours (9 times).
o   Severity Level 1 problems resolved in over 4 hours (3 times).
o   Severity Level 2 problems less than 95% resolved in 8 hours (2 times).
o   End user satisfaction more than 95% and very satisfied (4 times).
NB You should clearly label all items in Excel.

2.      Write a report of 1500 words to accompany the Excel document, critically evaluating skills needed for supplier relationship management, including interpersonal, presentational, communication, professional and stakeholder management skills/techniques and assessing supplier performance with reference to appropriate theory and models.