Your firm, ICT Outsourced Solutions Provider (ICTISP), provides outsourced ICT support and helpdesk services to all SME’s across Australia. Your services were recently acquired by AIBT.
In this assessment task, you are required to prepare a report for AIBT Management with regards to a Helpdesk Solution required to provide ICT Support in all its campuses nationwide (Sydney, Brisbane and Hobart).
In your report, you need to discuss the general features and capabilities of the ICT solution, including the creation of a service level agreement (SLA) between your firm and AIBT