Hello again:
I received zero feedback on this one, but I thought I would let you know how I have decided to proceed.
In ITSM you have the ability to create "Unavailability" records associated with the CI's affected by a change or incident. In the Unavailability record, you can indicate whether it is service affecting, service degrading or service transparent. The CI's can be any CI type supported in your CMDB (including Business Services). SLM has the ability to report CI Availability based upon these Unavailabillity records, so this is the way we are going to go.
Thanks.
Terry
on Nov 08, 2013, tboot...@objectpath.com <tboot...@objectpath.com> wrote:
Hello arslist:I'd like to start a discussion about how your organization utilizes ITSM and how to differentiate between the Service Impacting and Non-Service Impacting Incidents when it comes meeting SLAs utilizing ITSM out-of-box.Specifically, in order to meet a customer SLA, you can have incidents that may be:(a) Service Affecting(b) Service Degrading(c) Service TransparentIn (a) or (b), this may input into your overall SLA calculation. Item (c) would not. Typically, you do not know whether (a), (b), or (c) until you investigate and/or resolve the incident depending upon your system architecture, failover, HA, or other criteria.I would be curious if and how you implemented the above Incident classification using ITSM OOB (with or without SLM).Terry
