SLA for Blackberry and Exchange services

[parames]

Guys

I am been asked to build a SLA for two services "Blackberry" and "Exchange" that we are providing to our internal users. Has anyone created such SLA?

Thanks

Parames

[Wallop]

we have lumped Blackberry under our standard SLA for telecom/cell phone services. The primary metric is the length of time it takes between tte initial order and delivery of the device to the end user. I realize the Blackberry is capable of connecting to the email/calendar system but since it relies on an external providor we have yet to come up with a metric that is qunatifiable and actionable on our part.

We use a non-exchange email/calendering sytem and currently only track system availability. However, we are looking at manaqing the cost associated by business group and measuring number of emails, storage space, thorughput, quality of service in addition to the original metric. This is all part of our need to better quantify the costs and build a case for chargeback.

[Jeannie]

When I worked at GE we used a proudct named ServiceFlow form Digital Fuel that also had "Blackberry" and "Exchange" SLA managment.

[OMA]

Could you use any existing SLA available at your company ? I am not sure if there will be a huge gap between say your file and print services vs Blackberry / Exchange. In most cases, the main difference depends on the criticality of the service.

[nadirk]

Hi all,

May I just point your attention to the following discussion. I believe that it would encourporate all aspects of what you are discussing and there is a forum which deals with email SLA.

http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=413

Please join in as there is a lot of information floating around.

Regards,

Nadir
_________________
Sincerly,

Nadir Khan

"In the circus of life, I am the ringmaster..."