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Solution Manager Expert Posts New Article — “Understanding Service Level Agreements in Service Desk”


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.

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).

About SAPexperts:
SAPexperts consist of nine online knowledgebases produced by WIS Publishing – the leading independent provider of publications and educational events focused on SAP technology. The nine SAPexperts knowledgbases consist of Financials Expert, BI Expert, SCM Expert, HR Expert, CRM Expert, GRC Expert, Solution Manager Expert, Project Expert, as well as SAP Professional Journal. Access to the SAPexperts knowledgebases is obtained on an annual subscription basis. More information can be found at www.sapexperts.com.

About WIS Publishing:
WIS Publishing is the premier independent provider of SAP training materials, with more than 250,000 customers in 61 countries. WIS Publishing is the publisher of SAPinsider, insiderPROFILES, and the SAPexperts publications, and is the producer of the SAPinsider conferences and the Insider Learning Network. For more information, visit http://www.insiderlearningnetwork.com.

SAP is a registered trademark of SAP AG in Germany and several other countries. WIS Publishing is not affiliated with SAP AG or any of the SAP AG group of companies.

Media Contact:
Tony Membrino
Marketing Director, SAPexperts
Wellesley Information Services
20 Carematrix Drive
Dedham, MA 02026
Phone: (781) 751-8668
tony.membrino@wispubs.com

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Contact Information
WIS Publishing
Tony Membrino
(781) 751-8668
Contact
http://www.solutionmanagerexpert.com/article.cfm?id=6035

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