Posted: Thu Jun 23, 2005 10:54 pm Post subject: SLAs for telephony
Hi, I am new to ITIL and new to this forum. I have read 3 of ITIL's books - Serv Delivery, Serv Support and Planning to Implement.
I have been asked to draw up an SLA for an enterprise for which I am consulting, that covers its phone service. While not strictly an IT function, does anyone have experience composing an SLA for this type of service?
2nd question: we are having a hard time figuring our the right level at which to write an SLA - the overall service category which is composed of 6 billable services or the billable services themselves. I am leaning toward a 'master SLA' covering the 6 services because we can have SLA proliferation and hundreds will spring into existence, depending on the granularity at which we settle. Any insight would be helpful.
Posted: Thu Jul 07, 2005 9:48 pm Post subject: SLA for telephony
Can you provide some extra information....Are you drafting an SLA for internal enterprise use or an SLA to deal with an external vendor?
If it is for internal use, you can measure everything from charge back accuracy to the actual instalation (or change) of desktop phones, cell phones, pagers, etc. Just be creative but first you should certainly ask the end user what they like and what they don't like about the current system.
If you are trying to set up an SLA with an external telephony provider i would look at circuit availability, accuracy of billing and charges, and other items that are contractually driven.
this telephony installation is for internal use with internal customers - responsiveness to providing new phones, fixing broken phones, and airtime availability are some of the key metrics thus far that seem to make sense - availability and fixing what's broken -
Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Wed Jul 13, 2005 7:04 pm Post subject:
You should define different categories for this phone incidents or problems so you can appy the proper SLA according with incident type and may be you should define different users profiles to apply different SLAs or OLAS if the user is (VIP or not for example)
Thanks for the suggestion Javier - fortunately, we already have a system that ranks incidents by priority and I have targets for those. Availability seems to be the big metric in telephony. At least, that seems to be what matters the most.
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