1st question: What version of SRM/SLM/ITSM/AR are you on? I think you are talking about 2 separate things when you mention Global or "assignment group" SLAs. I would think that the SLA that you attach to the requestable service (SRD in SRM) should take into account the underpinning OLA's for your fulfillment requests (Incidents/Changes/Work Orders). So for example, if you have something that says an incident needs to be resolved within 4 hours, your user facing service request shouldn't be anything less than that. Not sure if that answered your question or muddied the water some more...
-----Original Message----- From: Action Request System discussion list(ARSList) on behalf of Koyb P. Liabt Sent: Wed 8/10/2011 7:13 PM To: [email protected] Subject: SRM: SLA's Hi, Can we have SLA's attached to a particular requestable service Will the Global or Assignment group SLA"s over ride service SLA. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
