This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
ITSM BASICS: HOW TO RECOGNIZE AND DEAL WITH WATERMELON SLAs
All too often though, customers are left with a “watermelon SLA”
– one that contains a metric target that, when assessed against, states
that all is well. When in reality we’ve left a trail of unhappy
customers in our wake. Think about it – have you ever been in a
service review meeting where the service provider was reporting
everything was on target when in reality you’ve experienced unscheduled
downtime, poor performance, or end-user complaints? This is a watermelon SLA – green on the outside but red on the inside. Please read on for tips on how to recognize and fix them.