What is so frustrating for me is that this feature is not "supported" by Remedy.
I don't understand who someone can have Change and not use SLAs for "Tasks". Each Task(s) of Change have different timelines that they have to be done within and I can't believe that most people don't track this to improve their level of service. On 12/12/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote: > > Funny that you guys are talking about SLAs on tasks. > We will be building just that fairly soon (in ITSM 7). > > I am not sure if it's a good idea or a workable idea. > It was not my idea. But it's going to be built. > > I've seen companies not want to use tasks at all, > especially tasks that are assigned to an area outside > of the Change's assignee's. The reason: change is at > the mercy of tasks being completed on time. With > change and its task(s) touching on multiple ... > jurisdictions ...change's sla is not going to be > meaningful or fair, in that it doesn't purely measure > change assignee's performance. > > That is unless tasks themselves have SLAs (OLA is the > more appropriate term, but the difference is trivial > in SLM application). That's what has been requested > this time and we will build it. But, I am not sure how > it's going to work in practice. > > As I see it, slas have two purposes. One is > operational...try to get things done on time, by > setting clear goals & expectations, alerting parties > etc before and after etc. > > Second one is longer term...trend analysis, which can > provide feedback on organization's and process's > performance and aid with streamlining, refining for > better performance in future. > > First one...I can see happening by simply having slas > defined on tasks. > > However, defining tasks' slas (or OLAs) will be > trickier than for change. Tasks' schedule is at the > mercy of change's. Timing-wise, I can not yet see what > kind of slas will make sense on tasks. Change and its > tasks are intertwined at more than one points...in > terms of timing of planning, implementation etc. > > Second one...performance analysis thru historic > reporting...it can be done on tasks...but if the goal > of having slas on tasks is to measure change's > performance more accurately by accounting for task's > performance... > ...I am not sure how tasks' contribution (or lack of > it) to change's sla performance can be > added/subtracted so that change's (or change > assignee's) performance is isolated and measured...in > cases there were tasks done by parties other than > change's assignee. If there were tasks assigned both > within and outside change's assigned area, it gets > complicated. You can get overall performance of IT > organization, but not groups. > > Well, it's going to be built, so I will update you > guys later about the mechanics of building it. > Conceptually, architecturally it's fairly simple. > > I am talking somewhat abstractly here. I have to warn > you that in the past when I have done that it has > sometimes turned out that I was talking non-sense...or > that I was doing pointless analysis.:) On this front > as well, I can update you guys...as to how well the > goals (which I am not completely clear on yet) are > met. > > > --- "Lammey, Peter A." <[EMAIL PROTECTED]> > wrote: > > > 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: arslist@ARSLIST.ORG > > 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: arslist@ARSLIST.ORG > > 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" > > > > > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
