Incident Management,Ticketing Tools,Monitoring Tools,ITIL process for Oracle DBA

Service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.

Tickets Priority

  1. P1-Critical
  2. P2-high
  3. P3-medium
  4. P4-low

Response SLA and Resolution SLA can be like this but it can differ client to client.

Ticketing and monitoring tool

Service now – Ticketing Tool

BMC remedy- Ticketing Tool

OEM – Monitoring Tool

Incident management

Incident

Service Request

Change request

Problem ticket

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