Changes for page Service Level Agreement Management
Last modified by Pierre Dubois on 2011/04/06 22:14
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From version 8.1
edited by Pierre Dubois
on 2011/04/06 21:44
on 2011/04/06 21:44
To version 8.2
edited by Pierre Dubois
on 2011/04/06 21:48
on 2011/04/06 21:48
Change comment: There is no comment for this version
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... ... @@ -7,7 +7,6 @@ 7 7 1. Service Level Agreement Definition define what **__should__** happen (for example maximum duration for a process) 8 8 1. SLA Timers measure what **__actually__** happens (for example actual resolution time) 9 9 10 - 11 11 == Service Level Agreement Definition == 12 12 13 13 The SLA template (or definition) is the itilServiceLevelAgreement entity. ... ... @@ -32,4 +32,17 @@ 32 32 33 33 == SLA Timers == 34 34 35 -SLA Timers are 34 +SLA Timers are described by the itilSLATimer entity in the itil-common bundle. SLA Timers are components of imTicket (incident). That means that each timer is related and "owned" by an incident. 35 + 36 +A timer has references to the SLA definition to handle its calculations and the incident. 37 + 38 +It has also: 39 + 40 +* a status: Started, Stopped, Paused 41 +* a start time 42 +* a deadline time = start time + maximum duration - pause time 43 +* an end time: time when the time actually stopped 44 +* pauses 45 +* alerts 46 +* breach duration = duration between deadline and end time when end time > deadline 47 +