ITIL Service Support


• ITIL Service Desk
• ITIL Incident Management
• ITIL Problem Management
• ITIL Configuration Management
• ITIL Change Management
• ITIL Release Management

  ITIL Service Delivery


• ITIL Service Level Management
• ITIL Availability Management
• ITIL Capacity Management
• ITIL Financial Management
• ITIL Service Continuity Mgmnt.
• ITIL Security Management

  ITIL Stuff


• ITIL Organisations
• ITIL Links
• ITIL FAQ

Factors to achieving ITSM objectives - Partners

Providing the Service to your customer may involve some sophisticated actions requireing the knowledge that you don't posses. Although your partners may posses it. So in fact you may outsource or commision the third parties to provide the indispensable knowledge or service to you or directly to your client. This pqarticular commission or even the whole relationship between you and your partners may be invisible to your client anyway. The important thing here is to define the proper contracts with your partners that should respect your main SLA with your client. For instance: if your are expected to restore your client's environment after disruption in 4 hours and the restoration process consists of the quick review of the hardware that is maintained by your partner, then your contract objective with this partner is to obtain the service even quicker than that 4 hours so that your main SLA threshold will not be exceeded.

Added: 2008-02-19