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ITIL :: View topic - ICTIM Agreements
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ICTIM Agreements

 
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Spyder
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PostPosted: Mon Jul 25, 2005 12:47 am    Post subject: ICTIM Agreements Reply with quote

Does anyone have any ideas or experience developing agreements between the ICTIM processes of D&P, Deployment, Operations, and Tech Spt? Not sure an OLA fits, but can't find any other format or agreement type. As an example, how to (other than common sense) specify the restrictions on Deployment introducing variables into the production environment?
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javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Fri Jul 29, 2005 2:13 am    Post subject: Reply with quote

Hi Spider,

I am working nw defining OLA between Deployment operations and TEch Support,

I am working basically defining how much time need Operations department install and verify a deploymento of a new release.

To calculate this amount of time I am working on the basis of a bidimensional matrix with the number of files and services affected in this installation.

I am also working with the urgency of this change.

Of course SLAs with final customer are conditioned by this internall OLAs so this internal estimation for OLAs should be validated with your final customer to ensure proper SLAsre defined.

Hope it helps
Javier
Madrid-Spain
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