Hi, this is my first post to this forum as I have only just subscribed. I am not yet able to search the forum for what I am looking for and have asked Daniel Bloom to assist so please excuse me if this has been discussed before.
While I wait maybe you guys can provide some advice? I work for MWEB, a South African ISP. We are currently on Remedy ITSM 7.1. We are only using Incident Management, Change Management and Service Level Management currently. We recently upgraded from ITSM 6.3. We are faced with a frustration currently and that is we are not able to measure the efficiency of the Incident Management processes. SLM is not yet in production, there are a number of reasons for this, BMC are investigating. However, we have our doubts that SLM will provide us a solution in any event. We require, amongst other, a means to measure Mean Time to Respond (MTTr) and Mean Time To Resolve (MTTR). This is based on a number of criteria, such as per team, per user, per customer, categorization etc. We also need to be able to measure and report on team assignments, ie. the total effort time per team and per user etc. We have OLA's and SLA's with various parties and would like to use the system to manage these OLA's and SLA's and report on them. As many of the SLM functions are not working or calculating correctly and BMC have no fix or workaround they have advised us to upgrade to ITSM 7.5. This is not a free upgrade and hence not an option. To date we are not able to effectively manage the processes. Does anyone have any advice on how to do proper Service Level Management with ITSM 7.1? Any advice will be hugely appreciated. Thank you Kevin van Blerk Connect with South Africas leading Internet Service Provider and discover the magic of the Internet and all its possibilities. Call 08600 32000 or click here(http://www.mweb.co.za/productsservices/) for more. MWEB :-) CONNECT AND YOU CAN. This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact [email protected] for a copy. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
