2) As the roll-out of the Microsoft Windows 10 to Microsoft Windows 11 continues, an issue...

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2) As the roll-out of the Microsoft Windows 10 to Microsoft Windows 11 continues, an issue occurred where employees started encountering hardware problems. As a result, the IT manager implemented a support process within the IT group to categorize and address these types of issues through the use of an SLA policy. a. In your own words, how should issue criticality be incorporated within an SLA policy? b. What are the SLA requirements for each level of support? i. How will they be measured? C. At what point will a loaner laptop be provided to the employee? i. Define the rules of use for the laptops for your customers, including the procedure to return the laptop and the allowed duration of the loan. ii. Define the rules for which a customer will obtain Technical Support including the hours of support, how support will be provided and whether you will guarantee resolution in a specific amount of time. Also explain what you will do if you are unable to fix it in that time period. 2) As the roll-out of the Microsoft Windows 10 to Microsoft Windows 11 continues, an issue occurred where employees started encountering hardware problems. As a result, the IT manager implemented a support process within the IT group to categorize and address these types of issues through the use of an SLA policy. a. In your own words, how should issue criticality be incorporated within an SLA policy? b. What are the SLA requirements for each level of support? i. How will they be measured? C. At what point will a loaner laptop be provided to the employee? i. Define the rules of use for the laptops for your customers, including the procedure to return the laptop and the allowed duration of the loan. ii. Define the rules for which a customer will obtain Technical Support including the hours of support, how support will be provided and whether you will guarantee resolution in a specific amount of time. Also explain what you will do if you are unable to fix it in that time period.

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a Incorporating Issue Criticality within an SLA Policy Issue criticality should be a fundamental component of an SLA Service Level Agreement policy to ensure that IT resources are allocated efficientl... View the full answer