I am a Service Delivery Manager and I am trying to write SLA's to capture services that fall under Business Intelligence, such as data warehousing, but also a complicated revenue reporting application and a few other complicated reporting applications. First off I'm having a hard time just identifying how to clasify these as 'services'. If I write the SLA at the Data Warehouse level, then where can I address these individual applications or more importantly the data quality within the applications? I am thinking the OLA should be for the Data Warehouse and then my SLA's would be for each of the applications (which I know is not ITIL correct, but I cant think of any other option).But even with this approach, I cant seem to find anyone to take ownership of data quality. Is anyone else trying to make BI and ITIL fit together and having similar issues? Or anyone have any suggestions?
Any help will be apprecited.
I didn't find the right solution from the Internet.