What about SLAs with Business Data. Anyone used Nimsoft SLM for calculating SLAs related to ticketing or other business processes ?
We tried that years ago, but at the end, we dropped it, at the end it was a simple sql_response-Probe which fetched data out of our HP-ServiceDesk an put the results in the QoS-DB of NMS, and there we put the SLM on it....but as written we dropped that Idea, too complicated, and in the end useless for our needs.
I don't do it and generally speaking I think there are better tools for it.. oftentimes the ticketing systems themselves.
What jon said.
That being said, as long as you can grab the metric from your "Business tools", I see no problem feeding them as QoS to Nimsoft Monitor and creating an SLA for it?
Retrieving data ...