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Oracle Tips by Burleson |
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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