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Posted: Mon Mar 07, 2011 3:12 pm Post subject: SLA puzzle
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.
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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