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OLA and UC Monitoring (SO2.8)
One measure of the successful resolution of incidents is the performance of the individual support groups and applicable vendors. The performance of support groups is measured by targets set up within Operation Level Agreements (OLAs). The performance of vendors is measured by targets set up in the Underpinning Contracts (UCs).
Related concepts
Incident Management overview
Alerts and escalation
Linked service contracts
Operational Level Agreements
Prioritizing incidents, problems, requests, and changes
Standard alerts and Service Level Agreements
Why are service agreements important?
Working with service contracts
Working with service agreements
Related tasks
Monitor OLA and UC Performance
Related references
Incident Management workflows and user tasks
Processes and Best Practices Guide
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