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ITIL :: View topic - Business Intelligence SLA's
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Business Intelligence SLA's

 
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Lola
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PostPosted: Wed Jul 12, 2006 8:23 am    Post subject: Business Intelligence SLA's Reply with quote

I am a Service Delivery Manager and I am trying to write SLA's to capture services that fall under Business Intelligence, such as data warehousing, but also a complicated revenue reporting application and a few other complicated reporting applications. First off I'm having a hard time just identifying how to clasify these as 'services'. If I write the SLA at the Data Warehouse level, then where can I address these individual applications or more importantly the data quality within the applications?

I am thinking the OLA should be for the Data Warehouse and then my SLA's would be for each of the applications (which I know is not ITIL correct, but I cant think of any other option).
But even with this approach, I cant seem to find anyone to take ownership of data quality.
Is anyone else trying to make BI and ITIL fit together and having similar issues? Or anyone have any suggestions?
Thanks!
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biju
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PostPosted: Wed Jul 12, 2006 1:50 pm    Post subject: Reply with quote

Hi,
I guess you should define OLAs to the teams who inputs to Data Warehousing system. Because if the input feeds are of high quality, the data quality and accuracy of the reporting applications also increase apparently.

Ideally this is not again properly ITILed cause Data Quality can not be considered as a service, it is only a Key Performance Indicator (KPI) of the whole Data Warehouse service.

I hope this helps.

Rgds,
Biju
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Lola
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PostPosted: Thu Jul 13, 2006 1:31 am    Post subject: Reply with quote

thanks, that helps a bit.
What do you think about data feeds in general? I need to have agreements in place for when data loads (days/time, etc), I was going to put those in the SLA, but I'm wondering if they belong in the OLA instead?
I'm really suppose to be doing the SLA's and another group is doing the OLA's, but I think the OLA's they are doing are too vague to capture any of this which is why I'm trying to capture it in the SLA's.
We also have data quality problems and I have no idea how to go about enforcing that.
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biju
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PostPosted: Thu Jul 13, 2006 11:46 pm    Post subject: Reply with quote

Hi,
If you are committing on data feeds (like scheduled day & time) to end users and management, it is fine to mention it on SLA.

However this should be supported with an OLA to the teams doing the data feeds. Because if you are not the one who does the data feed and you committ on an SLA,this might hit back if the other teams don't care about this committment.

Rgds,
Biju
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