Environment
Novell Service Desk
Situation
Service Level Managers receiving emails when an SLA breach has occurred.
Resolution
When an SLA is breached, the Service Level Manager will be
notified, and will be able to take the appropriate actions to
re-align expectations with actual service delivery results.
Additional Information
The goal of Novell Service Desk > Service Level Management is to
maintain, and improve the alignment between business activities,
and IT service quality.
This is achieved through the cycle of Agreement on service level expectations, and record them in the SLA's, Monitor the service provided, Report actual service results, and Review IT service delivery results in relation to the SLA, and adjust accordingly.
For additional information see Novell Service Administration Guide Section 1.10
Formerly known as 1000293
This is achieved through the cycle of Agreement on service level expectations, and record them in the SLA's, Monitor the service provided, Report actual service results, and Review IT service delivery results in relation to the SLA, and adjust accordingly.
For additional information see Novell Service Administration Guide Section 1.10
Formerly known as 1000293