Advice needed - SLA owners

[scooby]

Doing some work identifying responsibilities...

Now, this is for an internal development of a new application. it is project delivered. No service managers, just users. Service desk and tech support only responsible for support.

There is no real owner, although the user will sign off.

Question: who is the owner of the SLA and will maintain this going forward?

Any relevant comments welcome!

Cheers

[pzz76077]

Doing some work identifying responsibilities...

Now, this is for an internal development of a new application. it is project delivered. No service managers, just users. Service desk and tech support only responsible for support.

There is no real owner, although the user will sign off.

Question: who is the owner of the SLA and will maintain this going forward?

Any relevant comments welcome!

Cheers

Whos paying for it and will the user be the owner when its complete?? Probably a joint ownership thing if its used internally.

PZZ

[scooby]

Whos paying for it and will the user be the owner when its complete?? Probably a joint ownership thing if its used internally.

PZZ

its a new procurement system. The project will approve and handed it to ICT to support. Therefore they are responsible for the service and hours of service etc? so ICT?

Have i just answered my own question?

[malvolio]

The business user is the owner of the SLA. If they aren't, what use is an SLA in the first place?

That said, most SLAs are utterly useless for their intended purpose anyway, since they do nothing to drive coninual improvement.

[JoJoGabor]

If in doubt, turn it off - the first person to call you is now the business owner! Ask them how soon they need it back, they will say "shall be down for no more than 10 minutes at any time" You tell them how much that will cost in terms of resiliency then you agree on an SLA of 4 hours.

Never fails