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ITIL :: View topic - SLA puzzle
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SLA puzzle

 
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JaxxCorbin
Newbie
Newbie


Joined: Mar 05, 2011
Posts: 2
Location: Earth

PostPosted: Mon Mar 07, 2011 3:12 pm    Post subject: SLA puzzle Reply with quote

hi there,
Can anyone please help me with this puzzle.

Scenario:
there is a Company 'X'

the company created an SLA between the IT Dept and the rest of the company.

Hence,
now we have two seperate entities:

Company 'X' and 'IT of X'

so lets refer,
Company 'X' as 'Company A'
&
'IT of X' as 'Company B'

meaning both treated as seperate firms on the papers.

eventually it was realised that the 'Company B' has many dependencies with several depts of 'Company A'. e.g. stores, admin for power and equipment resources.

as OLA's are meant only for departments within the same company.

how do we work out any agreement between them on a single document, or can there be SLA's betweeen 'Company B' and specific departments of 'Company A'.


Any help will be appreciated. i am trying to crack the case. Got a sword hanging over my head.

may-day-may-day......i need help.....!!!!!!!!!!!!!!!!!!!!
_________________
Thanks '&' Regards
Jayesh Raut
ITIL V3 Foundation (Green Badge)
ITSM Executive
(Quality Department)
Omnitech Infosolutions Ltd.
"C∫Qi =Co"
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Mon Mar 07, 2011 6:49 pm    Post subject: Reply with quote

Jaxx,

why are you complicating things with X's, Y's and A's. You are making the puzzle in you head.

According to what I understood from the details you provided. the issue is simple, just follow best practice, create an SLA between Company A & B(Read more about SLA's to see what contents they include). As for OLA's Company B(IT Provider) Should have that contract with their IT Staff to Underpin the SLA signed with company A.
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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JaxxCorbin
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Newbie


Joined: Mar 05, 2011
Posts: 2
Location: Earth

PostPosted: Mon Mar 07, 2011 7:07 pm    Post subject: Reply with quote

Thanx a million,

just needed to confirm what i am about to do is right.

well some "genius" who worked before me took everyon for a ride and complicated things here.

being this my first time at a real ITSM job i wanted to be sure.

Thanks for the advice again.
_________________
Thanks '&' Regards
Jayesh Raut
ITIL V3 Foundation (Green Badge)
ITSM Executive
(Quality Department)
Omnitech Infosolutions Ltd.
"C∫Qi =Co"
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