{"id":170,"date":"2014-03-29T16:40:31","date_gmt":"2014-03-29T16:40:31","guid":{"rendered":"http:\/\/itiltopia.com\/?p=170"},"modified":"2014-03-30T16:04:05","modified_gmt":"2014-03-30T16:04:05","slug":"user-limits-in-slas","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=170","title":{"rendered":"User Limits in SLAs"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=2016&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>Have you ever met the part of SLA pointing out limits the user should keep?<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>Yes, a SLA is an agreement between IT (in its entirety) and the Customers of IT Services. This agreement is a two-way street. The SLA is not just to define the Customer&#8217;s expectations (someone will start investigating an Priority 3 Incident within 8 hours of its being reported), but also to define IT&#8217;s expectations (the users are expected to report Incidents to the Service Desk when they are aware of Service outages).<\/p>\n<p>This can even be taken to the level of the Customer&#8217;s responsibility to ensure that the equipment that IT is expected to support meets a certain minimum standard, or that users are expected to have level of knowledge imparted to them by their departments before being allowed to use IT systems.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: Have you ever met the part of SLA pointing out limits the user should keep? A: Yes, a SLA is an agreement between IT (in its entirety) and the Customers of IT Services. This agreement is a two-way street. The SLA is not just to define the Customer&#8217;s expectations &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=170\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[9],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/170"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=170"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/170\/revisions"}],"predecessor-version":[{"id":257,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/170\/revisions\/257"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=170"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=170"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=170"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}