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ITIL :: View topic - Implementing SLAs
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Implementing SLAs

 
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khan
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Joined: Feb 07, 2006
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PostPosted: Mon Mar 20, 2006 10:47 pm    Post subject: Implementing SLAs Reply with quote

I am planning to implement SLAs with our organization. Please anyone let me know how to start. We already have a Help Desk in place and users log their incidents on it. As an IT department our daily task is to respond to these incidents. We support application and specialized hardware. It will be a great help, if someone can give me the templates required for this type of setup.
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carlitocabana
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Joined: Feb 01, 2006
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PostPosted: Mon Mar 20, 2006 11:20 pm    Post subject: Re: Implementing SLAs Reply with quote

khan wrote:
I am planning to implement SLAs with our organization. Please anyone let me know how to start. We already have a Help Desk in place and users log their incidents on it. As an IT department our daily task is to respond to these incidents. We support application and specialized hardware. It will be a great help, if someone can give me the templates required for this type of setup.


Hi,
I am writing SLA's at the moment.
And I am searching for a good helpdesk tool which helpdesk application do you use? BTW there are helpdesk applications that support SLA.
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khan
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PostPosted: Tue Mar 21, 2006 2:28 pm    Post subject: Reply with quote

We are using Librum Help Desk, its not designed on ITIL standard. I am planning to modify it to make it little more practical for ITIL processes. It will be a great help for me if I can get the SLAs
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