Nowadays telecommunication companies are outsourcing their IT support and development services in order to achieve lower costs and higher service qualities. One of the most important parts of these outsourcing contracts are the Service Level Agreements (SLA) which define critical service levels and key performance indicators with thresholds in order to measure the provided services’ qualities. If these indicators do not meet the contractually defined thresholds the service provider is penalized.
A software system has to be built in order to calculate the contractually defined indicators, and monitor the SLA fulfillment according to the contract. My thesis presents the creation of a Service Level Monitoring and Visualization system from the requirement gathering phase to the deployment of the finalized system.
The created document consists of seven main parts. At first, I introduce the task and the structure of the thesis.
In the 2nd section I provide a quick overview of the literature of IT outsourcing and outsourcing contracts focusing on the Service Level Agreement parts. I also provide an insight into service level management and calculation as well.
Throughout my thesis work I follow the waterfall model, thus I gather the requirements in chapter 3 and organize them into four different groups: functional, non-functional, resource and delivery requirements.
In chapter 4 the design of the system is expounded, I use a diverse set of UML diagrams in order to describe the architecture, the high level process flow, the static structure and the behavior model of the system. In this section I separate the system into two component’s the SLA reporting and the Monitoring component. Both of the components’ design is described in this chapter.
Chapter 5 provides some information about the implementation phase of the project from the choice of software tools to the overview of the implemented software. In this section screen shots (with description) are presented of the both the Monitoring and the SLA reporting component.
As the next step of the waterfall model the software testing phase is presented in Chapter 6. In this section I test every functional and non-functional requirements for both components.
In the last chapter I summarize the results of the project and I give some future development possibilities for the system.