Joined: Sep 16, 2006 Posts: 3453 Location: London, UK
Posted: Tue Jun 28, 2011 2:19 am Post subject:
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
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