5 pages paper, make sure you provide top notch work. Please check the attached doc
20190124190946info_6027_assignement_1___2_.pdf

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INFO6027 Winter 2019 – Exercise 1 – 15%
Welcome to your first assignment in this course. Create a Word document and please be sure
to include a cover page in your submission. The cover page must include the following 5
elements: Your name, your student number, course code (INFO6027), the assignment number,
and the date of submission. Please also provide citations for any resources you use. Anyone
citing Wikipedia will get a fat ZERO!
Assignment Scenario: For this assignment, you need to think about the IT needs of the
company 8X8 (https://www.8×8.com/). 8×8 cloud solutions help businesses transform their
customer and employee experience. With one system of engagement for voice, video,
collaboration and contact center and one system of intelligence on one technology platform,
businesses can now communicate faster and smarter to exceed the speed of customer
expectations. Everything you need in one place
For purposes of this assignment you will focus on the Virtual Contact Center (VCC) solution
provided by 8X8: https://www.8×8.com/call-center/vcc – here is their blurb on their service
offering: “Eighteen. That’s the number of different communications vendors the average contact
center has to manage.* We offer a much simpler, more efficient alternative to patchwork
solutions. With 8×8 Virtual Contact Center, you get everything you need in one place. Our
solution suite combines not just world-class contact center capabilities, but also workforce
optimization, advanced business phone and collaboration services and unified
communications.”
8×8 professes that it knows how crucial a client’s contact center is to its business and to its
customer relationships. From the technological advancements that have been architected into
the 8×8 Virtual Contact Center network to the redundancy incorporated into 8X8’s top tier data
centers, 8X8’s contact center solution has a proven track record for providing over 99.99%
uptime. Translated, 99.99% uptime means a client’s 8×8 Virtual Contact Center solution is
available and operational with less than 4 minutes of downtime per month (this includes
scheduled maintenance and upgrades).
What IT systems and technologies (assets) does 8X8 use for its VCC? Briefly analyze the
requirements by either research or critically thinking about what you think is necessary and
appropriate in order to identify the hardware, software and data that 8×8 and their team would
need so that they can function in order to provide a 99.99% uptime or less than 4 minutes of
downtime per month to its clients. List only 4 crucial assets and in few sentences explain
why you have chosen these assets and why they are crucial to 8X8.
For purposes of the BIA portion of this assignment (see below), focus on only one such
asset that you have listed above. Think carefully when choosing this asset. Please note
8X8 is a global company!
Think about how 8X8 provides a 99.99% uptime or less than 4 minutes of downtime per month
to its clients. Your output should be detailed on the one asset you have chosen:
• Use the BIA Template form – word document only (remember this is a generic form and the
instructions for its use are generic).
• Think of as many possible risk events that could affect 8X8’s 99.99% uptime then devise
strategies to prevent, mitigate or otherwise deal with the risks to the asset you have chosen.
• In the description field, write a brief description of each risk event.
• For each risk, use all of the columns – e.g. Assess and document:
a. Cause (Trigger) (What happened)
b. Probability of Occurrence
c. Severity of Impact
d. Mitigation strategy and/or contingency and/or recovery plan
e. Estimated percentage of avoidance effectiveness (is a control 100% effective – always)?
f. Rank the severity of each risk by cost to you
g. For each, describe the circumstances that would trigger the appropriate plan
Discuss the impact of triggering the contingency plans.
Do they introduce any new risks?
As the form fills out, revisit your list of assumptions and update it as necessary.
Software that detects plagiarism will be used on all submissions, so make sure this is your own
work!
Any work previously submitted to any institution cannot be re-used!
I would like to see the following for your assignment:
Introduction:
Briefly explain what 8X8 does and who are its clients
Part 1:
What IT systems and technologies (assets) do you believe 8X8 uses for its VCC? List only 4
crucial assets and in a few sentences explain why you have chosen these assets and
why they would be crucial to 8X8.
Part 2:
For purposes of the BIA portion of this assignment (see below), focus on only one such
asset that you have listed above. Think carefully when choosing this asset. Please note
8X8 is a global company!
Use the BIA Template form – word document only (remember this is a generic form and the
instructions for its use are generic).
• Think of as many possible risk events that could affect 8X8’s VCC. Devise strategies to
prevent, mitigate or otherwise deal with the risks to the asset you have chosen.
• In the description field, write a brief description of each risk event.
• For each risk, use all of the columns – e.g. Assess and document:
a. Cause (Trigger) (What happened)
b. Probability of Occurrence
c. Severity of Impact
d. Mitigation strategy and/or contingency and/or recovery plan
e. Estimated percentage of avoidance effectiveness (is a control 100% effective – always)?
f. Rank the severity of each risk by cost to you
g. For each, describe the circumstances that would trigger the appropriate plan
Discuss the impact of triggering the contingency plans.
Do they introduce any new risks?
As the form fills out, revisit your list of assumptions and update it as necessary.
Software that detects plagiarism will be used on all submissions, so make sure this is your own
work!
Any work previously submitted to any institution cannot be re-used!

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