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: justfifa
New Today: 1
New Yesterday: 42
Overall: 146509

People Online:
Visitors: 51
Members: 0
Total: 51

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 Agreements and Transaction Times
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLA Agreements and Transaction Times

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





PostPosted: Tue Aug 10, 2004 3:37 am    Post subject: SLA Agreements and Transaction Times Reply with quote

How many of you have structured SLA agreements around specific transaction time committments?
Back to top
Conexio
Newbie
Newbie


Joined: Jun 24, 2004
Posts: 10

PostPosted: Fri Sep 03, 2004 1:38 am    Post subject: Reply with quote

Interesting question. I have done some, but the effectiveness depends greatly on the type of service the SLA is trying to cover.

Of course, if the SLA you are trying to negotiate is dependent on other SLAs, make sure you do not overcommit. Remember and track your weakest link and longest time commitment SLA at all times.

As far as specific verbiage in the agreement, if you include more detail, I can help.
Back to top
View user's profile Visit poster's website
Guest






PostPosted: Tue Sep 28, 2004 8:27 pm    Post subject: Reply with quote

We did - 95% of all transactions will display within 15 seconds.

However transaction respose times are very difficult to measure.
Not all transaction are the same - example a single query of a multiple one.
The importaint thing was makijng sure the customer knew we were signed on to providing adequate response times. In truth 15 secs is a long long time if the user is a call centre op.

The was a TP system in the 90's called MIDAS that did quite good and very accurate response time measurement but today i'm not sure.

At the end of the day stopwatch random samples could be taken at various location.

We also measured things like time to answer a call on the helpdesk -
IT WAS 95% OF ALL CALLS WILL BE ANSWERED IN 30 SECONDS - THIS WE COULD MEASURE BUT WE HAD A CAP ON THE NUMBER OF CALLS
THE HELDESK COULD COPE WITH - COVER ONES BACK!

dOES THIS HELP - HAPPY TO DISCUSS AS I'M NOT IN WORK RIGHT NOW.
Back to top
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.