It starting to sound like an OLA may make more sense to apply with the Tasks. Since tasks are needed for the success of a Change Request that is managed by another group internal to IT then OLAs should be measured against the tasks. Not necessarily customer facing SLAs.
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 Timothy Powell Sent: Friday, December 07, 2007 5:54 PM To: [email protected] Subject: Re: OT: Rant - SLA - Change / Task ** D.M. Jr. (whoever you are), If you have an overall SLA (SLM) for a change request, then there MIGHT be a need for SLA/SLM for change tasks. In a change request, there are potentially numerous change tasks. These tasks could be assigned to various groups within an organization (think add an employee.....you know what I mean...."you" helped design that @work app in the past). If the overall responsibility for a change request resides with Group A, but some of the tasks reside with GroupB (and/or GroupC, D, E, etc.), then the overall CR could be impacted by the failure of those subsequent groups to perform their tasks in a timely manner. Thus Group A might have the need for an internal SLA/SLM with GroupB/C/D, etc. Think and reply..... Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doug Muller Jr Sent: Friday, December 07, 2007 4:17 PM To: [email protected] Subject: Re: OT: Rant - SLA - Change / Task ** What is this confusion about? How many of the lister reqlly require SLA with Change Task? We can request for enhancement but is it worth it? Think and reply........................ -- D M Jr. __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"
