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Service Level Agreement

Service Level Agreement. Rashid Mijumbi Laia Nadal Reixats Communications Network Management. SLA definition. A Service Level Agreement (SLA) is an element of a formal, negociated , commercial contract between two parties . Ex) Service provider-Customer .

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Service Level Agreement

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  1. ServiceLevelAgreement RashidMijumbi Laia Nadal Reixats Communications Network Management

  2. SLA definition • A ServiceLevelAgreement (SLA) isanelement of a formal, negociated, commercialcontractbetweentwoparties. Ex) Serviceprovider-Customer. • Itdocumentsresponsabilitiesand roles of bothpartiesfromserviceorderingtoservicetermination. • Who are interested in SLA? • ServiceProviders, SolutionProviders, Vendors, Others. • Definitions • Actors, Services, ServiceLevelAgreement, Measurements.

  3. SLA management in eTOMcontext

  4. Actors • Service Provider (SP): A general reference to an entity that provides telecommunication services to customers and other users. • Customer: Is an organization which has a business relationship with a Service Provider for the provision of network services. Both customer and SP may be in a value chain of service delivery.

  5. Actors: Main SLA-relatedentities

  6. Servicedefinition • eTOM(enhanced Telecom OperatingModel), a TM ForumGroup defines Service as: “Services are developedby a ServiceProviderfor sale withinProducts. Thesameservicemaybeincluded in multipleproducts, packageddifferently, withdifferentpricing, etc.”

  7. Serviceoverview

  8. ServiceLevelAgreement • Metric: A metric is a commonly identified and mesureable concept. It can characterize a Service or a Product. • KPIs: Are technical metrics when applied to networking. • KQIs: A metric that captures the overall performance of a Service or Product. Typically expressed as a percentage of customers or resources.

  9. ServiceLevelAgreement

  10. Measurements • Estimator: A valueobtainedby a certainmethod, and expectedtobeclosetothe real value. • Measurement Point: Physical and logicaldemarcationpointwhereanestimatormethod can beapplied. • SLM: ServiceLevelMeasurement • SLS: ServiceLevelSpecification

  11. ServiceLevelMeasurement

  12. SLA LifeCycleProcess • SLA activation / Execution phase: Once the Service starts being delivered, the SLA support infrastructure is activated. • SLA modification phase: SLA is modified during its lifetime. • SLA termination phase: If the contract is finished the SLA doesn’t apply any more.

  13. SLA Specification process • Step 1: Initial SLA draft • Step2: Verify SLA completeness. Ensure that SLA is complete in terms of SLS parameters. • Step 3: Verify SLA feasibility. • A validation of the chosen metrics. • Step 4: Document and review • Step 5: Finalize

  14. SLA PROCESS FLOWS • Process flows represent the way that the business activities can work together to satisfy a particular need. • Process flows can be built using the eTOM process elements in order to address business needs identified in each case. • SLA Process Interactions • Normal Execution • Execution with SLA violation • Assessment

  15. NORMAL EXECUTION OF SLA SERVICE PERFOMANCE DATA DURING NORMAL OPERATION 10 12 9 11 5 4 3 8 7 1 6 2

  16. NORMAL EXECUTION OF SLA SERVICE THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (1) 9 8 7 16 6 10 15 17 11 3 5 14 2 4 13 12 1

  17. THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (2) NORMAL EXECUTION OF SLA SERVICE 26 25 24 23 21 22 20 19 18

  18. EXECUTION WITH SLA VIOLATION (1) 3 10 1 2 9 5 4 16 11 15 7 8 9 14 6 9 13 10 12

  19. EXECUTION WITH SLA VIOLATION (2) 22 25 26 24 23 21 20 19 18 17

  20. ASSESSMENT (1) CUSTOMER NEEDS HAVE CHANGED 5 2 1 4 3

  21. ASSESSMENT (2) INTERNAL ASSESSMENTS AT THE CUSTOMER AND SERVICE LAYERS 14 2 12 1 13 3 8 11 7 10 4 6 9 5

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