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]




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