Schedule of credits for the contractor exceeding agreed service levels Schedule

Schedule of credits for the contractor exceeding

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Schedule of credits for the contractor exceeding agreed service levels Schedule of compensations to the contractor for failure of purchaser to meet agreed responsibilities Other relevant incentives and credits for innovation Service & Responsibility Frequency of Measurement Benchmark Service Level Nature of Measurement Dates & Times of Observations Broken down into components Expected levels, with justification Performance criteria for each component Method of observation, formulae used Actual timing of observations 21 Service Level Agreement: Structure 6. Dispute Resolution and Contractual Remedies Stages and procedures in dispute resolution Procedures for gaining extension of deadlines Procedures for addressing issues arising from retention of funds, and suspension of payments Procedures and responsibilities for dealing with variations to the agreement or contract Termination procedures by either party for failure to meet their responsibilities under the agreement or contract Termination procedures for reasons of convenience by either party 7. Definitions and Interpretations A. Appendices A.1 Schedule of agreed variations A.2 Supporting documentation and correspondence 22
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ISYS90048 Managing ICT Infrastructure 12 Ref: Figure adapted from Laundon & Laundon (2010), Figure 2-8 Enterprise systems integrate the key business processes of an entire organisation into a single software system that enables information to flow seamlessly throughout the organization. These systems focus primarily on internal processes but may include transactions with customers and vendors. Enterprise Systems 23 Customer Relationship Management Supplier Relationship Management Enterprise systems are typically built around thousands of predefined business processes and applications that reflect best practices in business Finance/accounting: General ledger, accounts payable, etc. Human resources: Staff records, payroll, etc. Manufacturing/production: Purchasing, shipping, manufacture planning etc. Sales/marketing: Order processing, billing, sales planning, etc. To implement these enterprise systems, organisations need to: Translate their business processes into ICT-enabled processes Select the systems and the functions they wish to use Customise these systems to meet their specific requirements Integrate these systems, so that they operate correctly together Enterprise Systems 24
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ISYS90048 Managing ICT Infrastructure 13 Integrated Enterprise Systems The challenge of developing integrated enterprise systems is to achieve interoperable systems that support business processes across the whole of the enterprise Enterprise systems can only be developed in stages: 1.Standardisationof data and business processes, so that all systems use the same data format and build business processes using interoperable interfaces eg. Adopting standard product coding so that all processes refer to the same parts by the same code 2. Integration
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