SLA's and SAP......

[londonmag]

I have been challenged to get conformity across the IT apps suite for SLA's

However, all my underpinning agreements with SAP have far longer fix times than other apps or network infrastructure type incidents.

whilst a common SLA has obvious advantages, promising something that I cannot deliver, also has obvious dis-advantages.

Has anyone any experiences of justifying additional fix time within SLA's when the software / application, in this case SAP is far more complex ?

all views welcome !

K.

[UKVIKING]

Are you familar with the Service Level management proces in ITIL.

From your posting, I think you need either to re-read your section on that or read it for the first time.

Now for your issue.

THis happens because the SLM process was not used before the SLAs were agreed.

The SLA should have been agreed once all of the OLAs and UCs time lines and delivery times had been identified so that you can ensure that the SLA you have can be relevant
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter