Posted: Fri Feb 03, 2012 4:25 pm Post subject: SLA Measurement for Vendors of Admin, IT, Operations
I need to develop a template for measuring and monitoring the SLAs for different kind of vendors associated with Admin, IT and Operations and which will also monitor the validity of the contracts / agreements for a user or Vendor mgmt. team.
I have identified certain metrics which are as follows however, please guide me on different metrics which can also be captured:
1) Agreement/ SLA - Start Date and End Date
2) For Call based system:Average Speed to answer, First Call Resolution
3) For Email based system: Average time to reply, Turn Around Time for reply and Resolution.
4) Contact Details of Vendor and Escalation Matrix
6)Availability SLA etc.
I have very limited knowledge on ITIL process because of InfoSec background. So please dont laugh on my limited knowledge.
Your inputs are very much required in completing my task.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Fri Feb 03, 2012 8:18 pm Post subject:
At the risk of stating the obvious, can you not derive the template from the SLAs in question?
In fact I cannot think of any other way to do this. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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