RE: Terminology

2004-03-16 Thread Anthony Youngman 
Not really.

MTBF means it'll run for 10 minutes without falling over. SLA can mean
anything. If I was an office manager, I might well say (indeed, it's
pretty much our internal SLA) that our systems will be guaranteed
available between 8am and 6pm. So I can have 14 hours downtime a day,
and still meet my 100% availability guarantee to my end users :-)

Doesn't quite work that way of course :-) with offices in New York and
Hong Kong, that available between 8 and 6 guarantee means that I only
have a few hours when I can take the system out ... :-)

But basically, all an SLA is, is a statement that service will be
available within certain (acceptable to both sides) constraints. Whether
time when it's available, or possibly response times (eg we can't run
heavy maintenance tasks at certain times because the users will curse us
etc etc).

Cheers,
Wol

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
On Behalf Of Mark Johnson
Sent: 16 March 2004 14:10
To: U2 Users Discussion List
Subject: Re: Terminology

So what does Service Level Agreement Metrics or Operational Level
Agreement Metrics mean.

Is this the new MTBF, ie Mean Time Between Failures.

thanks.
- Original Message -
From: Ross Ferris [EMAIL PROTECTED]
To: U2 Users Discussion List [EMAIL PROTECTED]
Sent: Monday, March 15, 2004 10:47 PM
Subject: RE: Terminology


I'm on the wrong side of the world, but IIRC DataFlo is a product, like
InfoFlo - these days out of the Epicore stable

I'd imagine SLA would be a Service Level Agreement and OLA would be an
Operational Level Agreement, both relating (more or less) to the
uptime 
availability of a system

Ross Ferris
Stamina Software
Visage - an Evolution in Software Development


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
On
Behalf Of Mark Johnson
Sent: Tuesday, 16 March 2004 12:56 PM
To: [EMAIL PROTECTED]
Subject: Terminology

Dear all:

I'm not familiar with the following as referred to by MV: SLA and OLA
metrics.

Also, what is Dataflo. My guess is it may be a 4GL or it could be a
3.5GL
like Eclipse.

thanks.
--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users


---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.622 / Virus Database: 400 - Release Date: 13/03/2004


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.622 / Virus Database: 400 - Release Date: 13/03/2004

--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users

-- 
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users




***

This transmission is intended for the named recipient only. It may contain private and 
confidential information. If this has come to you in error you must not act on 
anything disclosed in it, nor must you copy it, modify it, disseminate it in any way, 
or show it to anyone. Please e-mail the sender to inform us of the transmission error 
or telephone ECA International immediately and delete the e-mail from your information 
system.

Telephone numbers for ECA International offices are: Sydney +61 (0)2 9911 7799, Hong 
Kong + 852 2121 2388, London +44 (0)20 7351 5000 and New York +1 212 582 2333.

***

--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users

RE: Terminology

2004-03-16 Thread Pingilley, Ron 
Our help desk group has an SLA with the business as a whole which describes
the hours of coverage (when they will man the phones), the relative manpower
for given times of the day/week, and some guarantees about how quickly
they will process an issue once it's been entered into their computer.

Metrics just means measurements.  Meaningful, predefined things that can
be tracked and measured to see if the team is meeting their SLA, or if
they're falling short of what they agreed to provide.

They track all sorts of metrics regarding each ticket.  Was it resolved by
the person taking the phone call?  Was it resolved by the next level up?
How many days did it sit before someone processed it?  How quickly did it
reach final resolution?  Stuff like that.  They generate reams of reports
that managers somewhere get all hot  bothered over.  The help desk managers
love to spin the numbers to make them look like the most effective 
efficient thing on the planet.

The Operations team (traveling technicians, etc.) does the same thing for
their work tickets.  Was the problem resolved remotely?  How many hours did
the tech spend on-site.  Stuff like that.

-Original Message-
From: Mark Johnson [mailto:[EMAIL PROTECTED]
Sent: Tuesday, March 16, 2004 8:10 AM
To: U2 Users Discussion List
Subject: Re: Terminology


So what does Service Level Agreement Metrics  mean.
-- 
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users

Terminology

2004-03-15 Thread Mark Johnson 
Dear all:

I'm not familiar with the following as referred to by MV: SLA and OLA metrics.

Also, what is Dataflo. My guess is it may be a 4GL or it could be a 3.5GL like Eclipse.

thanks.
--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users

RE: Terminology

2004-03-15 Thread Ross Ferris 
I'm on the wrong side of the world, but IIRC DataFlo is a product, like InfoFlo - 
these days out of the Epicore stable

I'd imagine SLA would be a Service Level Agreement and OLA would be an Operational 
Level Agreement, both relating (more or less) to the uptime  availability of a system

Ross Ferris
Stamina Software
Visage  an Evolution in Software Development


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Mark Johnson
Sent: Tuesday, 16 March 2004 12:56 PM
To: [EMAIL PROTECTED]
Subject: Terminology

Dear all:

I'm not familiar with the following as referred to by MV: SLA and OLA
metrics.

Also, what is Dataflo. My guess is it may be a 4GL or it could be a 3.5GL
like Eclipse.

thanks.
--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users


---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.622 / Virus Database: 400 - Release Date: 13/03/2004


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.622 / Virus Database: 400 - Release Date: 13/03/2004
 
--
u2-users mailing list
[EMAIL PROTECTED]
http://www.oliver.com/mailman/listinfo/u2-users