Luis Carlos, d� uma olhada no link http://www.cisco.com/warp/public/126/sla.htm#step6 Veja se ajuda !
Patricia de Aquino Mendes DATAPREV / DIGR.O - Divis�o de Tecnologia e Ger�ncia de Redes [EMAIL PROTECTED] tel.: 2555-6443 -----Mensagem original----- De: Luis Carlos [mailto:[EMAIL PROTECTED] Enviada em: ter�a-feira, 11 de maio de 2004 14:33 Para: [EMAIL PROTECTED] Assunto: [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 [Non-text portions of this message have been removed] ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++ 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 ------------------------ Yahoo! Groups Sponsor ---------------------~--> Yahoo! Domains - Claim yours for only $14.70 http://us.click.yahoo.com/Z1wmxD/DREIAA/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/
