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ITIL :: View topic - SLA others
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SLA others

 
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Adilsonbn
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Joined: Nov 06, 2009
Posts: 7

PostPosted: Wed Dec 23, 2009 10:43 pm    Post subject: SLA others Reply with quote

Which I would be the closest to ideal for measuring the SLA of my service providers. Because I have my own SLA, but I need to measure the SLA of my suppliers.

I appreciate if you can help me in doubt.
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mnsmith
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Wed Dec 23, 2009 11:55 pm    Post subject: Reply with quote

When setting up an SLA you need to make sure it's measurable, otherwise it's not worth the paper it's written on. Therefore, if neither you or your suppliers can provide a reliable method of measuring the SLA, you may as well ignore it.
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Mick Smith
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Adilsonbn
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PostPosted: Thu Dec 24, 2009 12:59 am    Post subject: Reply with quote

Mick Smith,

I already own SLA within my company. I need to know a way to control the SLA suppliers that have me on SLA contract.
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mnsmith
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Thu Dec 24, 2009 1:25 am    Post subject: Reply with quote

Hi

It doesn't matter who owns the SLA, both the customer and the supplier should have a clear understanding of how it's measure.
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Mick Smith
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Thu Dec 24, 2009 2:03 am    Post subject: Reply with quote

MNS

Let me give this a try

An example of an SLA

If the monthly network availability per data center falls below 99.5 %, the customer is to receive ... blah blah ... service credits, cup of coffee, free donuts

Both the customer and the provider agree to the precentage

The provider states - the availability is determined to 100% if at least one telco trunk provides traffic ingress/ out gress of the data center. Any down time is calculated against a 30 day 24 hour

All authorized maintenance is excluded

the customer agrees to the above

the calculation is based on the following
DC 1
Trunk 1 is available from 01 - 20 of the month for 24 hours each day. Day 21 - 30, the trunk is not available for traffic
trunk 2 is available from 01 to 05, 07 - 16, and 20 - 30

What is the availability for the DC ?

The answer is 100 %

An SLA is an agreement on what service is provided, when and for how long as well as remedies

Other examples
Platinum service says 15 minutes response time, 4 hours Call to Fix
Gold lower etc etc

If you have platinum and you call the service and they answer the phone and deal with your call .. but the technican does not come out until the next business day....did they fail to meet service

NOPE. They responded by scheduling an engineer. The C2F starts when the engineers geets on site
Also, if you are a global company taht has platinum with a vendor and you have issue in another country where the contracted service is 3rd partied, the 'global' SLA may be superceded by local country SLA between vendor and service support provider


The easiest way to track how well things are going SLA wise

is manage the vendor and your own expectations by having monthly meeting about SLAs, OLAs etc
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Timo
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Fri Dec 25, 2009 3:36 am    Post subject: Reply with quote

... and to think that you could have just answered this with only your last sentence, John Smile
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Fri Dec 25, 2009 4:16 am    Post subject: Reply with quote

i thought that too but .. hey... i ramble best
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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