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: ATalarico
New Today: 13
New Yesterday: 78
Overall: 144647

People Online:
Visitors: 55
Members: 1
Total: 56 .

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 Measurement for Vendors of Admin, IT, Operations
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLA Measurement for Vendors of Admin, IT, Operations

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


Joined: Feb 03, 2012
Posts: 3

PostPosted: Fri Feb 03, 2012 4:25 pm    Post subject: SLA Measurement for Vendors of Admin, IT, Operations Reply with quote

I need to develop a template for measuring and monitoring the SLAs for different kind of vendors associated with Admin, IT and Operations and which will also monitor the validity of the contracts / agreements for a user or Vendor mgmt. team.

I have identified certain metrics which are as follows however, please guide me on different metrics which can also be captured:
1) Agreement/ SLA - Start Date and End Date
2) For Call based system:Average Speed to answer, First Call Resolution
3) For Email based system: Average time to reply, Turn Around Time for reply and Resolution.
4) Contact Details of Vendor and Escalation Matrix
5) MTTR
6)Availability SLA etc.

I have very limited knowledge on ITIL process because of InfoSec background. Sad Sad So please dont laugh on my limited knowledge.

Your inputs are very much required in completing my task.

Thanks in advance. Very Happy
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Feb 03, 2012 7:56 pm    Post subject: Reply with quote

So if you are tasking this forum, what are you going to pay the individual or individuals who are expected to do this for you ?

DO you want a daily, hourly or a fixed rate for the work
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
AbhiCorpGovernance
Newbie
Newbie


Joined: Feb 03, 2012
Posts: 3

PostPosted: Fri Feb 03, 2012 8:05 pm    Post subject: Reply with quote

I am looking for certain inputs as i m developing this template already. Need your expert advice for this.
Smile
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Feb 03, 2012 8:18 pm    Post subject: Reply with quote

At the risk of stating the obvious, can you not derive the template from the SLAs in question?

In fact I cannot think of any other way to do this.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Feb 03, 2012 10:37 pm    Post subject: Reply with quote

If you want expert advice for which you will use - directly in your work, this is called consulting and this is NOT Free

If you want our opinion, this is free and as noted by Diarmid
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
AbhiCorpGovernance
Newbie
Newbie


Joined: Feb 03, 2012
Posts: 3

PostPosted: Tue Feb 07, 2012 8:47 pm    Post subject: Reply with quote

Looking for your opinions. Thanks for noting it out.
Very Happy
Back to top
View user's profile
BorisBear
Senior Itiler


Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Thu Feb 09, 2012 2:16 am    Post subject: Reply with quote

Diarmid wrote:
At the risk of stating the obvious, can you not derive the template from the SLAs in question?

In fact I cannot think of any other way to do this.


This is the only way of doing it - if you are looking for common threads that run through all your SLAs then they would likely be your KPIs
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.