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ITIL :: View topic - SC & SLA Awareness
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SC & SLA Awareness
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Mon Mar 23, 2009 6:33 pm    Post subject: Reply with quote


A SLA is used between companies against the server that is being provided
An OLA is used with a company between departments....
An UC is being a company and any external vendor

This is what was taught in the Foundation course (v2) i took, the CCR Practitioner course (v2), the Manager's Course (v2) and the ISO20000 Consultant's course - see below

While as I had said a lot of companies use SLA for internal agreements, the agreements are actually OLAs.

The SLA being between a provider and a consumer usually has penalty clauses between the companies as to quality of service, etc etc

The term - SLA - however is used in general IT speak for KPIs etc.
for example:

Incident tickets with a classification of X need to be responded to within minutes is a KPI which is also used as a SLA for determining whether the HD / SD is doing its job/

That aside... I do wish you luck in trying to inform the users about the services, service hours, etc.
IMNSHO, You should create a package for new starters (or new to a service) and a package of information for existing staff / services

Use Powerpoint, MS word and of course the corp intranet

From the ITIL v3 Glossary

OLA - (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organisation. An OLA supports the IT Service Provider's delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA
• between the IT Service Provider and a procurement department to obtain hardware in agreed times
•between the Service Desk and a Support Group to provide Incident Resolution in agreed times.

SLA - (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Mon Mar 23, 2009 8:26 pm    Post subject: Reply with quote


it is a difficult task. You need to drive this from the service desk. Some suggestions below. Think about it and you should be able to develop more.

1) Make sure that the message you want to get across to the users is clear and easy to understand. Don't make light or fun of it. So if you want users to understand priority targets give them the matrix and an explaination of the targets and resolution times

2) Have the service desk tell each call that their call is a priority xxx and the reason for it (if they are asked) the service desk need to know the priorities and why they are what they are

3) Management need to be made aware of this and have some responsibility for getting the message to their staff

4) Do you have a web site where the users can log calls? This is an ideal place to provide such information.

This is not an exercise in promoting a service catalog - it is promoting information on 1 service i.e. that of the service desk and the service level targets that they have to work within and adhere on behalf of the organisation.

Best of luck
Mark O'Loughlin
ITSM / ITIL Consultant
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