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OCP Instructors Guide for Oracle DBA Certification

Chapter 10 - Ease of Administration

Create Service Level Agreements

Identifying support needs and expectations is required to provide high quality support. You probably won’t be meeting all of your customer’s expectations if you don’t know what any of them are.  As stated previously, each application has it own unique set of support requirements and expectations.  Service Level Agreements (SLA) help to solidify support requirements and dispel any inflated expectations a business or application development unit may have. They probably won’t be aware of your current workload and resulting work request lead times until you tell them.  The DBA team lead should meet with each unit supported to establish a set of measurable Service Level Agreements that include work request lead times, support activities required and application performance and availability objectives.

DBA Report Cards and the 360-Degree Review Process

Effective measurements are required to judge the success of any activity.  The quality of support the DBA team provides needs to be reviewed on a regular basis. A DBA report card allows business and application development units to provide feedback on DBA support activities. The report card will allow them to measure how well they feel you are meeting your Service Level Agreement objectives.


The above text is an excerpt from:


OCP Instructors Guide for Oracle DBA Certification
A Study Guide to Advanced Oracle Certified Professional Database
Administration Techniques

ISBN 0-9744355-3-8

by Christopher T. Foot
 

http://www.rampant-books.com/book_2003_2_OCP_print.htm


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