Dedham, MA, October 09, 2011 --(PR.com
)-- Solution Manager Expert Posts New Article — “Understanding Service Level Agreements in Service Desk.”
SAPexperts announces a new article, “Understanding Service Level Agreements in Service Desk” available in their Solution Manager Expert knowledgebase.
This article focuses on how the configuration of Service Level Agreements (SLA) works in SAP Solution Manager, focusing specifically on how information moves among configuration objects. To successfully perform an effective configuration, one must have an understanding of how the objects involved interact, which is also valuable when solving problems in the event something goes wrong.
Once your system is properly configured, when service tickets and incidents are about to run out of time to be taken (response time) and to be solved (solution time), the system will automatically alert Service Desk employees and managers.
Bob Croce, product director of SAPexperts comments, “Setting up Service Level Agreements (SLA) can be tricky, but doing it correctly will alleviate time that managers and leaders spend monitoring Service Desk cockpits, and allow them to become involved in the ticket management process only when necessary.”
The article is written by Cristiano Canzone, SAP Solution Manager Consultant, SAP Brazil.
The article abstract is located at: http://www.solutionmanagerexpert.com/article.cfm?id=6035
About the Author:
Cristiano Canzone is an SAP Solution Manager-certified consultant who has worked at SAP Brazil since 2008. In his 12 years of SAP experience, he has also worked at PricewaterhouseCoopers and IBM as an SAP Basis-certified consultant. Cristiano is currently the SAP resource responsible for the SAP Solution Manager initiatives at Petrobras, the largest oil company in Latin America. He lives in Rio de Janeiro, Brazil with his wife, who is also an SAP consultant (specialized in SAP ERP HCM).
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