Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

John, In my opinion it sounds like you guys are over thinking this a bit and making it way too complicated. Let's say you have a 4 hour resolution time SLA on "Email Service" related tickets: - A 4 Hour Resolution Time SLA would be setup - commitment to your customers -

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

Thanks everyone. I agree with the concepts laid out by Carl and Brian, and those concepts are basically what I was thinking just written in a different way. The problem I'm having has to do with how to implement these concepts in Remedy in a consistent manner. A lot of this has to do with SRM.

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

That is a very good explanation of the relationship between SLA's and its related child targets OLA's and UPC's. >From an implementation perspective if you choose to use SLM, consider OLA's and UPC'sto be subset of SLA's for every task that needs to be performed to protect the main SLA. So if

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

Hi, Normally the following applies: SLA - Agreement with the Customer for a defined Target with penalties/rewards for late/on time delivery. OLA - Agreement between delivery teams that are fulfilling the request e.g. Support Groups such as L1, L2, L3, etc. [this should be a product of the

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

Hi John, As child service comes under scope of OLA ,for the same incident ticket ola gets attached as per ola defined terms n conditions but the sla will get detached as it's no longer valid. So the incident can have sla as well as ola attached to same incident but anyone in active state.

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

Looking at a pure ITIL approach. Process Started Incident - Email not working; Email SLA/OLA attached Incident sent to next tier, where they determined it is a network issue. At this step a Problem ticket would be opened, the Incident would be related, and any SLA/OLA for the Problem ticket

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

See my comments in RED -Original Message- From: John Johnson To: arslist Sent: Fri, Jun 17, 2016 1:30 pm Subject: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy ** The more I work on trying to

Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

The more I work on trying to provide best practices to a customer on SLM, the more I feel like I'm just not there in being able to fully explain the concepts and correctly guide them on how to configure the SLAs and OLAs. There are two parts to my issue with SLM: the first part is with the

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

Hi Carl, Thanks for your input. The main reason I can see for not using a task is that you will have times where an incident ticket is created for a service that's only related to an OLA. So from a reporting perspective you would need to pull both incidents and tasks related to the OLA, and

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

If you want I have a document on writing SLA targets that I used for KT when I changed accounts. I have to clean it up a bit to make it generic. It's for INC Remedy 7.6.04. I never worked with OLA's. This document is written for people who code in Remedy Developer Studio. It shows what

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

Hi, Normally an OLA is defined on the Task or the Support Group working the request. The overarching SLA can be tied to the Business Service or Product Categorisations, and the OLA that measures the performance of each Assigned Group throughout the duration of the SLA can be tied to the Assigned

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

Is there no one who has setup both SLAs and OLAs within Remedy? Could really use some expert advice. :) -- View this message in context:

Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

I would love to help but the SLA concept fell apart for us somewhere around 2004 / 2005. Our organization does not do rigid well. Jason On Wed, Jun 10, 2015 at 12:15 PM, jjohnson spearmint.l...@gmail.com wrote: Is there no one who has setup both SLAs and OLAs within Remedy? Could really use

Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

The more I work on trying to provide best practices to a customer on SLM, the more I feel like I'm just not there in being able to fully explain the concepts and correctly guide them on how to configure the SLAs and OLAs. There are two parts to my issue with SLM: the first part is with the