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Services, SLA and IT-Infrastructure CIs

Posted: Mon Nov 26, 2012 11:11 am
by StefanKlein
Hello,
I have the following situation. My company is delivering the same kind of service(e.g. server hosting) for several customers. I m not sure whether i should just create one service(one datarecord) in CMDB and link them with all servers and manage the control of the ownership via SLA. The second way is to create for every server and every coustomer separte Services.

Is there existing a best practise how to manage a data model for SLAs, Services and IT-Infrastructure CIs?

Thanks for help

Posted: Tue Nov 27, 2012 11:46 am
by Diarmid
If one customers service can be down while another's is up then it would be better to have separately defined services.

Posted: Mon Dec 03, 2012 2:46 am
by StefanKlein
Thanks Diarmid. I think it is the only suitable solution.

Posted: Sat Dec 15, 2012 3:25 am
by 24sa
It can be customer based or services Based...


As Mr Diarmid said--- If one customers service can be down while another's is up then it would be better to have separately defined services.


and if u have have dedicated Resources and services for different customer groups then it can be based on customer group. In such case, services for one customer group could be running while that of different group is down.


Diarmid Sir,
Please correct me, if I am not.

Posted: Sat Dec 15, 2012 7:31 am
by Diarmid
I cannot correct you where opinion is involved; I can only disagree or otherwise as I see it.