Incident Resolution SLA - Infrastructure Monitoring Tickets

Forum to discuss ITIL issues and disciplines covering Service Delivery.
Post Reply
Posts: 1
Joined: Fri Mar 11, 2022 7:31 am

Fri Mar 11, 2022 10:13 am

Good day all,

From past experience, when dealing with large Infra MSPs, would you expect to see capacity/alerting type tickets included in the overall SLA performance measure (P3/P4). I'M referring to the type of tickets that are spat out of an integration tool, for example; C: drive capacity has hit a threshold on a web server?

it seems to be masking the true service performance of tickets handled by other areas provisioned by the provider: i.e. Service desk/Level 2 etc , so wanted to understand how others view this.

Any inputs / opinions would be kindly appreciated.


Post Reply