Changes for page Service Level Agreement Management
Last modified by Pierre Dubois on 2011/04/06 22:14
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From version 7.1
edited by Pierre Dubois
on 2011/04/06 18:12
on 2011/04/06 18:12
To version 8.1
edited by Pierre Dubois
on 2011/04/06 21:44
on 2011/04/06 21:44
Change comment: There is no comment for this version
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... ... @@ -2,7 +2,12 @@ 2 2 3 3 Service Level Agreement Management is directly implemented in the itil-common bundle with a few entities and are using Business calendars to measure time with hollidays time zones and business hours. 4 4 5 +There are two main concepts for SLA Management: 5 5 7 +1. Service Level Agreement Definition define what **__should__** happen (for example maximum duration for a process) 8 +1. SLA Timers measure what **__actually__** happens (for example actual resolution time) 9 + 10 + 6 6 == Service Level Agreement Definition == 7 7 8 8 The SLA template (or definition) is the itilServiceLevelAgreement entity. ... ... @@ -22,8 +22,9 @@ 22 22 * Alert notification may have a reminder : as long as the alert is active, a reminder will be sent every xxx minutes for example. 23 23 * You can setup several alerts with various degrees of urgency, notify different groups 24 24 25 - 26 26 [[image:Screenshot2011-04-06at6.11.24PM.png]] 27 27 28 28 29 -\\ 33 +== SLA Timers == 34 + 35 +SLA Timers are