Wiki source code of Service Level Agreement Management
Version 2.1 by Pierre Dubois on 2011/04/06 17:43
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| 1 | SLA for Incident Managemenent is about measuring time with timers to check that processes are executed in due time. |
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| 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. |
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| 6 | == Service Level Agreement Definition == |
| 7 | |
| 8 | The SLA template (or definition) is the itilServiceLevelAgreement entity. |
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| 10 | You can have the list of SLA with the menu IncidentManagement / SLA |