2 Replies Latest reply on Sep 23, 2014 3:56 PM by Matt Gee

    Creating/Reporting on OLA's...

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      Hey Guys,


      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...