In SLAs the end user perspective should be taken when taking about restore time, availability and performance.

Normally it's easier to identify, monitor and measure the failure of a __single IT component__ (a server, a client, a switch, ...). If doing so then there exists the problem create a link between the failure of a single IT component and the failure of an application (end user view on service quality), which should be documented in a Service-Level-Report.

Do exist any tool in the market that allow to (identify and) document such links? Which? Or is this not possible? Any experiences are welcome.

-- Thomas Berger (thomas.berger@itelligence.de), December 04, 2000

Answers

I don't have a tool recommendation to contribute, but I do have an interesting graphic that me and a colleague put together to storyboard a white paper on recovery management. See: http://www.geocities.com/linda_zarate/Zarate-Tarrani1.gif

Also related and of possible interest: http://www.geocities.com/linda_zarate/SurvivalHeirarchy.jpg

I realize that these do not directly answer your question, but they may provide you with some ideas as you proceed.

There are a few SLM-related articles at http://www.geocities.com/mike_tarrani/InfrastructureMgmt.html also.

Hope this helps.

-- Mike Tarrani (mtarani@pacbell.net), January 01, 2001.