I think you have some misunderstanding in the ITIL processes. You define the Services and Service Level Targets by defining Contracts and SLA`s. The priority is calculated automatically.
Just a Sample: You have Production, Test and Development server and for each server you have different contracts and SLA`s because the customer wants to have a shorter TTO and TTR for his requests if a production server is affected. If a department is affected, the TTR should be shorter.
You create the services by defining priorities. You dont want to react for a dev server over the weekend within 1 hour because the priority for this server is low. It doesnt matter which service is running on this server because the server is unimportant.
Change the way you think ;)
You must read the documentation several times and create some Processes around and then, it will work. It`s not easy at the beginning.... I know :)
Hope it helps a bit.
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Hi everyone,
I would like to put DEADLINE on my user requests, is it possible?
After that, is it possible to see all my deadline per request when i click on "all open request"?
Many thanks,
Check the docs about TTO (Time To Own) and TTR (Time To Resolve)
There you have 2 DEADLINES ;)
Thanks TheBigOne.
Now i would like to change the way i define the SLT by changing the type of "PRIORITY" by a type of "SERVICE".
Thanks,
Last edit: AdAm974 2014-12-30
Hi,
I think you have some misunderstanding in the ITIL processes. You define the Services and Service Level Targets by defining Contracts and SLA`s. The priority is calculated automatically.
Just a Sample: You have Production, Test and Development server and for each server you have different contracts and SLA`s because the customer wants to have a shorter TTO and TTR for his requests if a production server is affected. If a department is affected, the TTR should be shorter.
You create the services by defining priorities. You don
t want to react for a dev server over the weekend within 1 hour because the priority for this server is low. It doesnt matter which service is running on this server because the server is unimportant.Change the way you think ;)
You must read the documentation several times and create some Processes around and then, it will work. It`s not easy at the beginning.... I know :)
Hope it helps a bit.
Thanks TheBigOne. It does help me =)
Last edit: AdAm974 2015-01-02