Service Level Manager Training
Case Description
The Manufacturing department of the Widget North America company has asked the Widget Data Center organization to deliver a new service to help it track and improve the safety of its factory. The new service will be used to register injuries and near-misses, to conduct root cause analysis, and also to track compensating actions.
Widget North America decided to name the new service “Safety First”. All employees of Widget’s Manufacturing department will need to get access to this new service so that they will be able to report safety issues and track how safety issues are being resolved.
Within the Widget Data Center organization, the Application Development team has been made responsible for the design, development and delivery of this new application service. Rodney Wilson will lead this effort and will act as the service’s owner.
Rodney has decided that the Widget Safety First application should be a simple ASP web application with a Microsoft SQL Server database underneath it. He has asked his colleagues in the Windows Servers team to provide him with the following for the Safety First service:
- one virtual Windows server for the development environment,
- one virtual Windows server for the test environment, and
- one virtual Windows server for the production environment.
The Bronze Virtual Windows Server service offering was selected by Rodney for the development and test environments. To be able to meet the customer’s requirements, he selected the Silver Virtual Windows Server subscription for the production environment.
Rodney furthermore asked the Database Administration team to configure a Microsoft SQL Server database on each server. He selected the Premium Microsoft SQL Server Database service offering for the production database and the Standard Microsoft SQL Server Database offering for the development and test database instances.
The Application Development team will take care of the Microsoft Internet Information Services (IIS) installation on each of the virtual servers. Naturally, the Application Development team will also install the Widget Safety First application on the test and production environments once a version has been prepared in the development environment.