SDP 7 Enterprise - Handling Underpinning Contracts
Looking for ideas, suggestions or the like for how people are using the system to manage the Underpinning contract element of the service Desk.
The SLA defines the agreement between the Service Provider ( IT in our case ) and the business, which is great.
All is generally fine when you can manage the incidents and problems internally, but there is always the point when you have to fall back to support contracts.
Jobs can only be defined to technicians, so how is everyone tracking the jobs that are outside of thier organisations?
When you get beaten up for breaching the SLA, how do you show that all your best endeavours were fouled up by the telco not installing the telephone line for 3 weeks for instance?
When requests for new PC's turn up in 7 days rather than 28 how do you prove to the finance department not to change supplier based on cost because you have the proof that the one supplier is much better and you aren't breaching SLA and also not having to keep stock of hot spares.
Just random off the top of head examples but looking for input for anyone using this area or even from the SupportTeam if there are plans to cover this in the now even more eagerly awaited V7.5!!
Thanks in adance,
Regards,
Andy
The SLA defines the agreement between the Service Provider ( IT in our case ) and the business, which is great.
All is generally fine when you can manage the incidents and problems internally, but there is always the point when you have to fall back to support contracts.
Jobs can only be defined to technicians, so how is everyone tracking the jobs that are outside of thier organisations?
When you get beaten up for breaching the SLA, how do you show that all your best endeavours were fouled up by the telco not installing the telephone line for 3 weeks for instance?
When requests for new PC's turn up in 7 days rather than 28 how do you prove to the finance department not to change supplier based on cost because you have the proof that the one supplier is much better and you aren't breaching SLA and also not having to keep stock of hot spares.
Just random off the top of head examples but looking for input for anyone using this area or even from the SupportTeam if there are plans to cover this in the now even more eagerly awaited V7.5!!
Thanks in adance,
Regards,
Andy