8 Replies Latest reply: Feb 29, 2012 10:37 AM by Jose Huerta RSS

SLM "lite"

dr012312

Is there a way to tie an OLA or SLA to Incidents without utilizing SLM? We have investigated the use of SLM and the 7.6 version seems very heavy to me. That said we are looking for a way to note that an incident is bound to an agreement by an attribute. Any ideas or similar experiences?

  • 1. SLM "lite"
    Jose Huerta

    Incident Management doesn't contain any SLA funtionality out-of-the-box. All this functionality is included in SLM.

     

    So the only solution is to customize the app.

     

    A simple SLA can be achieved by creating a couple of filters and escalations. But the easy way is the hardcoded version.

     

    But I think that as soon as you start using SLA, you will start increasing your requirements for SLM, resulting in a big cost in customization. I think that the best option is to use SLM.

     

    Regards,

     

    Jose Huerta

    http://theremedyforit.com/

  • 2. SLM "lite"
    dr012312

    I would agree if SLM wasn't as heavy to configure. Are you willing to take this offline to discuss as maybe my understanding of what is required by SLM is not accurate?

  • 3. SLM "lite"
    Jose Huerta

    I think we can discuss it here, because other people can benefit of it.

     

    SLM is not as difficult to configure as it seems. And I think that it is easier to learn that to customize the Incident Management App from scratch.

     

    Do you have any doubt regarding SLM?

     

    Regards,

     

    Jose Huerta

    http://theremedyforit.com/

  • 4. SLM "lite"
    dr012312

    No I believe SLM works, but my concern comes from a resource perspective. From what I understand, and please correct me, in order for SLM to work properly, we need to establish contracts, then the SLA, then the targets, then the other configurations for business times, etc. From our brief experience through a SLM pilot last year, this is more than a part time job, this is more like an FTE if not a team required to manage this across our enterprise.

     

    Am I overstating this or better yet, what have others experienced?

     

    -Damon

  • 5. SLM "lite"
    Jose Huerta

    I can create a contract, simple SLA and related SVT in a day for incident management. And then they run without intervention. When it comes complex is when your requisites are beyond SLM capabilities. Then it can be madness. I don't know what kind of SLA do you plan to implement.

     

    But I'm completelly sure that the cost in personel of a customized solution is bigger by far of configuring SLM. Trying to create an SLA without SLM app that considers business hours is a complex development.

     

     

    Regards,

     

    Jose Huerta

    http://theremedyforit.com/

  • 6. SLM "lite"
    Jose Huerta

    If you consider that your question is answered, then you should mark the correct answer. If not, please clarify your doubt.

     

    Regards,

     

    Jose Huerta

    http://theremedyforit.com/

  • 7. SLM "lite"
    dr012312

    When you say a simple SLA, is that for a single service, with the Contracts, etc? Thanks and sorry about the delay in responding.

  • 8. SLM "lite"
    Jose Huerta

    When I say a simple SLA I mean creating the contract, create an SVT with common conditions and attach it to a SLA. It can be done in a matter of minutes.

     

    The word "simple" is more about the requirement flexibility. If the SLA requirements can be adapted to the way of doing of SLM, then it is very simple. But if your SLA is very rigid, the most likely is that the SLM needs adaptation. Then it become a complex SLA.

     

    Regards,

     

    Jose Huerta

    http://theremedyforit.com/