All problems received are monitored against a predetermined response time. If a service level violation time is imminent, a warning is sent and the problems are resolved following a set process. Ontario Hydro utilizes an enterprise management system that can easily isolate and correlate the source of problems from a central point of control so they can be resolved quickly. The system quickly filtered out the unimportant alarms and then located the key message from an alarm that resulted in the staff being told to take a backup generator to a remote site. This action prevented an outage by keeping the microwave system operating and eliminating the need to remove a major transmission line from service.
Response time varies based on the severity of the problem.
Escalation clauses protect the ITMC by ensuring that problems go to a higher management level if they are not fixed or parts are not ready. With an escalation clause, the vendor has to find the part and solve the problem within a predetermined timeframe. The ITMC considers SLAs essential to the success of the company. They provide the foundation of business management in a rapidly changing technology environment. Internal IT customers achieved a significant improvement in availability.