Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: JUVHT
New Today: 2
New Yesterday: 72
Overall: 131834

People Online:
Visitors: 31
Members: 2
Total: 33 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - SLA's and SAP......
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLA's and SAP......

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
londonmag
Newbie
Newbie


Joined: Jun 27, 2011
Posts: 1

PostPosted: Tue Jun 28, 2011 12:38 am    Post subject: SLA's and SAP...... Reply with quote

I have been challenged to get conformity across the IT apps suite for SLA's

However, all my underpinning agreements with SAP have far longer fix times than other apps or network infrastructure type incidents.

whilst a common SLA has obvious advantages, promising something that I cannot deliver, also has obvious dis-advantages.

Has anyone any experiences of justifying additional fix time within SLA's when the software / application, in this case SAP is far more complex ?

all views welcome !

K.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Tue Jun 28, 2011 2:19 am    Post subject: Reply with quote

Are you familar with the Service Level management proces in ITIL.

From your posting, I think you need either to re-read your section on that or read it for the first time.

Now for your issue.

THis happens because the SLM process was not used before the SLAs were agreed.

The SLA should have been agreed once all of the OLAs and UCs time lines and delivery times had been identified so that you can ensure that the SLA you have can be relevant
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.