On Thu, Dec 13, 2007 at 09:32:06AM -0500, T. Dee wrote: > > ** > > At least someone agrees with me :-) > > > > Now for the big one million dollar question is how in ITSM 7 to create > OLAs for Change Tasks using SLM. > > > > Anyone out there done this? > > > > Thank you!!!!!!!!!!!!!!!
SLM 7 can integrate to pretty much any backend form... That is the beauty of its design, simply add the datasource and its parameters and it will build all the filters for you. Tasks in the end is just another request-based datasource. This could be better documented in the guides but it is pretty straightforward to get it mesuring. If you want the equivalent of the SLM tab to show on tasks, then you need to build/copy those objects from change and build the workflow to display it/update it if you use any of the tabs functionality. Now what will make things shine in your setup will be to have your OLAs as dependencies of the SLAs attached to Change. This would let you measure real penalties in relation to your service level agreements and put in some foundation work for operational chargebacks for breaches. This can also be setup from SLM but for it to give you any practical comparission metrics you need to do some work. Cheers, Curtis Gallant Consultant _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
