Friday, January 09, 2009

The IT Accountability Model

Nice article by ITSM Watch Columnist Valerie Arraj, except for the following sentence:

"In this scenario, there would be an OLA between the Service Level Management process owner and the team responsible for the messaging application, the team responsible for the management of the email servers, the team responsible for networking and the team responsible for storage. Each of these groups would sign up and therefore prepare appropriately from a technology and staffing perspective to meet this two hour response time and 99.99% availability requirement."

Remember: OLAs are between operational teams. Process owners own the process. They may also sometimes be the process managers, in this case responsible for ensuring that the process meets the defined targets and objectives as established in the original process design. On a day to day basis, the Service Level Manager will monitor the process activities to determine the level of compliance.

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