We have SLA currently and are moving to SLM for our ITSM 7 Upgrade but we do not have any SLAs setup for Change. Management has only been pushing to get SLA for Help Desk/Incident so that they can make sure their staff is on top of issues or interruptions primarily. I guess for Change tickets and their tasks people have mainly been trying to just run reports and see if any Changes or tasks have been stagnant and have not been updated or closed in a long time or not.
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Friday, December 07, 2007 2:18 PM To: [email protected] Subject: Re: OT: Rant - SLA - Change / Task ** So now i'm even more interested in what other people are doing with Change. For those of you who use Change what do you do to see if each "task" in a change is meeting it's SLA? THANKS! On 12/7/07, Rick Cook <[EMAIL PROTECTED]> wrote: ** Be careful what you wish for, Ty. The burden the SLM engine places on a server is high enough already with adding that substantial level of depth to it, and it's fragile enough at its present usage levels. Let's let it get better at walking before we ask it to run. Rick On 12/7/07, T. Dee <[EMAIL PROTECTED]> wrote: ** I just got off the phone with Remedy Tech Support (India) who tell me that the SLM module does not have the ability to have SLAs for each task in Change. I can't belive this. Tasks are completed at various times (i.e. Security Badge 4 hours, Windows NT ID 24 hours, Exchange Account 48 hours). The Change can't be "completed" until all tasks are completed. This is unreal - why would you not want your Tasks to have SLAs? Agghhhhhhh! __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
