Pessoal,
Existe algum estudo, ou refer�ncia bibliogr�fica, que aponte para as melhores pr�ticas na defini��o de SLA. Qual a refer�ncia do mercado para c�lculo de SLA para Help-desk, Suporte T�cnico, Opera��o etc. Gostaria de saber as melhores pr�ticas, ou pr�ticas aplicadas pelo mercado na defini��o de SLA e OLA. Agrade�o antecipadamente pela informa��o. Grato, Luis Carlos [Non-text portions of this message have been removed] ------------------------ Yahoo! Groups Sponsor ---------------------~--> Make a clean sweep of pop-up ads. Yahoo! Companion Toolbar. Now with Pop-Up Blocker. Get it for free! http://us.click.yahoo.com/L5YrjA/eSIIAA/yQLSAA/67folB/TM ---------------------------------------------------------------------~-> ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - Network Designers - http://www.networkdesigners.com.br - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/itsm_br/ <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
