Luis, adquiri o livro "Service Level Management" de Rick Sturm, Wayne Morris e Mary
Jander, Ed. Campus
� um excelente come�o.
Luis Fernando Monteiro
Database Especialist
[EMAIL PROTECTED]
(34) 3316 2299 ramal 25
9127 1970
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----- Original Message -----
From: Luis Carlos
To: [EMAIL PROTECTED]
Sent: Tuesday, May 11, 2004 2:33 PM
Subject: [itsm_br] Defini��o de SLA
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
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