IT Service Management
Hi Bob, We don’t have SLAs applicable in our App Support Service. In that case what metrices should be caprured to measure the performance of support service? D
Are there any guidelines or IT-industry standards to estimate number of persons/resources required for tier1 or tier2 application/infrastructure support? Please provide pointers in this regard.
Hi Bob, This is my 1st time on your blog and I found the contents very informative. I manage a level 1 production support process which caters to about 200 + highly critical applications with a global user base. My process is now more or less streamlined and
Hello, We currently use HP service desk for our infrastructure team for change management cmdb etc. We do not use an ITIL tool for our application developers and system contiguration group (We use SAP). How would an ITIL tool be used by
Hi Bob, I’m working for a Product based company and i’m currently preparing the metrics on which we can measure the stability of the applications at any point of time (Daily/Weekly/Monthly). I’m currently considering the below: 1) Nature of