What you say makes sense, except that Service Level Management includes OLAs, and it would be very useful to be able to break down the internal components of the work to determine what is causing the higher level SLAs to be violated. For example if you had a specific type of Change that always ended up violating SLAs, you could check the OLAs at the Task level and see what group is causing the problem and address it that way.
We have a process that involves some non-I.T. groups, one of which is notoriously slow. As a result, if we could track the OLA-level work being done on these items at the Task level, we'd be able to exclude the non-I.T. groups and only monitor the specific tasks we have control over. If we did it at the Change level, we would regularly be in violation because we have no real way to predict the amount of time that would occur. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Butera, Joseph Sent: Wednesday, April 27, 2011 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Are not service level agreements made with customers or clients rather than internal support groups? Tasks can be children of incident, problem, or change requests. Of these, only incidents are concerned with service restoration within an agreed upon timeframe. I think it would be difficult to establish contractual obligations on the resolution of problems or the implementation of change requests. Given that, I doubt BMC would provide such an out of the box integration. My 2 cents, Joe Butera From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, April 27, 2011 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** John Weigand, >From the time Tauf posted this request to the time he figured the solution, >that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ________________________________ 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. _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
