Download - Service Level Agreement Rashid Mijumbi Laia Nadal Reixats Communications Network Management
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Service Level Agreement
Rashid Mijumbi Laia Nadal Reixats
Communications Network Management
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SLA definition• A Service Level Agreement (SLA) is an element of a
formal, negociated, commercial contract between two parties. Ex) Service provider-Customer. – It documents responsabilities and roles of both parties
from service ordering to service termination.• Who are interested in SLA?– Service Providers, Solution Providers, Vendors, Others.
• Definitions– Actors, Services, Service Level Agreement,
Measurements.
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SLA management in eTOM context
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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.
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Actors: Main SLA-related entities
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Service definition
• eTOM (enhanced Telecom Operating Model), a TM Forum Group defines Service as:
“Services are developed by a Service Provider for sale within Products. The same service may be included in multiple products, packaged differently, with different pricing, etc.”
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Service overview
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Service Level Agreement
• 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.
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Service Level Agreement
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Measurements
• Estimator: A value obtained by a certain method, and expected to be close to the real value. • Measurement Point: Physical
and logical demarcation point where an estimator method can be applied. • SLM: Service Level
Measurement• SLS: Service Level Specification
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Service Level Measurement
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SLA Life Cycle Process
• 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.
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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
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• 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
SLA PROCESS FLOWS
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NORMAL EXECUTION OF SLA SERVICEPERFOMANCE DATA DURING NORMAL OPERATION
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THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (1)
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NORMAL EXECUTION OF SLA SERVICE
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THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (2)
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NORMAL EXECUTION OF SLA SERVICE
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EXECUTION WITH SLA VIOLATION (1)
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EXECUTION WITH SLA VIOLATION (2)
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ASSESSMENT (1)CUSTOMER NEEDS HAVE CHANGED
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ASSESSMENT (2)INTERNAL ASSESSMENTS AT THE CUSTOMER AND SERVICE LAYERS
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