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Incident Management,Ticketing Tools,Monitoring Tools,ITIL process for Oracle DBA
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Service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.
Tickets Priority
- P1-Critical
- P2-high
- P3-medium
- P4-low
Response SLA and Resolution SLA can be like this but it can differ client to client.
Ticketing and monitoring tool
Service now – Ticketing Tool
BMC remedy- Ticketing Tool
OEM – Monitoring Tool
Incident management
Incident
Service Request
Change request
Problem ticket