February 2017
Intermediate to advanced
376 pages
6h 12m
English
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Setting up an SLA/OLA/underpinning contract
In an IT support environment, every support group, vendor and so on work under certain time contract based on priority of task; this contract can be referred to as SLA or OLA or underpinning contracts. SLAs are used to ensure that the support team completes the task in the set amount of time.
Getting ready
To step through this recipe, you should have an active service-now instance, valid credentials and an admin role.
How to do it...
- Open any standard web browser.
- Type the Service-Now instance web address (
https://{instance_name}.service-now.com) provided by your company in the address bar. Now, enter your credentials in respective fields. - Type
service managementin the search box and Service-Now will search ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.