What are the different tools that are available fro SLA

vicky01 · New User Joined: 25 Jan 2007 Posts: 1 Location: hyderabad

Hi,
what are the different tools that are available fro SLA(sevice level agreement) stuff.
and alsso what the different interfaces to mainframe system that can affect the performance of the system, and to be specific the list of task that we need to monitor so as to enhance the performance

aqilis · New User Joined: 23 Feb 2007 Posts: 17 Location: NOIDA

These are very vauge questions.
Are you a proffesional in this field.

I don't think there is any dedicated tool for 'SLA stuff'.
The maintenance team in my shop use a tool called AR Remedy that basically
keeps track of the lificycle of tickets (when and who originated this ticket,the complexity of the ticket). Depending on the complexity there are service levels.

would appreciate if you let me know how you get this question.

The performance of a mainframe based application can be impacted by all the physical entities that the apln uses as weel as by the aplication design and how is it implemented.

prasadk432 · New User Joined: 22 Dec 2007 Posts: 9 Location: Gurgaon

In our shop we use ManageNow provided by the client to work and maintain history of tickets

enrico-sorichetti

I would like to refresh the terminology...

SLA ( service level agreement ) is a contract
sometimes real sometimes virtual ( no money involved )
where both parties agree on nature, quantity, quality of goods being exchanged
in this case IT services

as part of the ...quantity, quality... items
there is also an agreement on how to measure them and by what tools

the product quoted by the other responders are not part of the SLA process
but rather one of the many components of the CRM ( Customer relationship Management ) process