I have what i hope is a simple question.
The organisation i am working with is relatively immature in terms of service management. We have a small number of service targets by criticality, but no defined and agreed SLA's.
The is now a big need to track and report on the performance of resolver groups throughout the lifecycle of an incident. I would like to know what is the best way to start creating and reporting on OLA's? And is it that i need 1 OLA per resolver group? and how do i report on that?
Appreciate your support as always...
check the team measurement option maybe can help you to achieve what you need.
concept seems sound, i will try this out tomorrow and feedback...thanks in advance!