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ITIL :: View topic - Services, SLA and IT-Infrastructure CIs
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Services, SLA and IT-Infrastructure CIs

 
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StefanKlein
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Joined: Nov 26, 2012
Posts: 2

PostPosted: Tue Nov 27, 2012 2:11 am    Post subject: Services, SLA and IT-Infrastructure CIs Reply with quote

Hello,
I have the following situation. My company is delivering the same kind of service(e.g. server hosting) for several customers. I m not sure whether i should just create one service(one datarecord) in CMDB and link them with all servers and manage the control of the ownership via SLA. The second way is to create for every server and every coustomer separte Services.

Is there existing a best practise how to manage a data model for SLAs, Services and IT-Infrastructure CIs?

Thanks for help
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 28, 2012 2:46 am    Post subject: Reply with quote

If one customers service can be down while another's is up then it would be better to have separately defined services.
_________________
"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
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StefanKlein
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Joined: Nov 26, 2012
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PostPosted: Mon Dec 03, 2012 5:46 pm    Post subject: Reply with quote

Thanks Diarmid. I think it is the only suitable solution.
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24sa
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Joined: Nov 27, 2012
Posts: 23
Location: Mumbai

PostPosted: Sat Dec 15, 2012 6:25 pm    Post subject: Reply with quote

It can be customer based or services Based...


As Mr Diarmid said--- If one customers service can be down while another's is up then it would be better to have separately defined services.


and if u have have dedicated Resources and services for different customer groups then it can be based on customer group. In such case, services for one customer group could be running while that of different group is down.


Diarmid Sir,
Please correct me, if I am not.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Sat Dec 15, 2012 10:31 pm    Post subject: Reply with quote

I cannot correct you where opinion is involved; I can only disagree or otherwise as I see it.
_________________
"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
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