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SLA HANDBOOK ANDINTRODUCTION TO JOINT INITIATIVE

Malcolm Sinton

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AGENDA

TMF SLA Handbook -GB 917;

TMF SLA Handbook W G and OG QoS Forum Liaison Initiative;

Best Practices Assuring QoS via SLAs.

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SLA HANDBOOK

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Background Documents

GB 917 -SLA Management Handbook;

TMF 701 -Performance Measures and Concepts;

N MF 503 -Service Provider to Customer Performance Reporting

Business Agreement;

N MF 506 -Service Quality Management Business Agreement.

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Currently work is to convert GB 917 into a 3 Volume structure

aimed atTelcos, Service Providers(SP), Third Party SPs, Suppliers

(equipment/system vendors) and Customers

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Volume 1 -Executive Business View

An Executive Summary for busy Corporate Executives

highlighting: Industry Requirements and primary drivers for SLAs;

Motivation for SLA management;

Current SLA Assessment;

Service Categories;

What Executives do next.

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Volume 2 - Architectural Principles

For CTO, ITO type manager readership to give:

More in-depth view of what SLAs are about (parameters,metrics thresholds)

How to create and manage SLAs

Interconnecting systems between Operators and technologies

What managers do next

Interdependency on TOM/eTOM

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Volume 3 - Applications and Examples

Provide examples of parameters, measurements and threshold

Management;

Interface to associated systems(sub) based on TOM/eTOM;

Application examples taken from GB 917;

Relate to technology and service specific and independent

parameters.

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Current Status

Volume 1:

PowerPoint presentation prepared

Structure agreed

Much text incorporated

Volume 2:

Structure agreed

Some text available

Volume 3:

Structure agreed

Some text available

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Basic Concepts

End-to-End Business Requirement;

Domains of Responsibility;

Performance Requirements Flow Thru;

Life Cycle of Service;

Parameter Framework;

Interface to TOM/eTOM;

Management of Measurements.

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End-to-End Business Requirements

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Application Performance

SLA Warranty

SAPSAP

M AP

Measurement Access Point

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Domains of Responsibility

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Domains of Responsibility

A SAP exists at each change in Administrative responsibility. The Primary function of the

SAP is to define the contractual responsibilities between two parties through a SLA.

Administrative boundaries typically exist between SPs, NOs, internal IT dept which may or

may not require mapping or allocating performance for each parameter across theboundary.

Performance requirements must be consistently supported across each boundary.

User.. b

(Client)

App .. y

(Server)

User.. a

(Client)

App .. x

(Server)

Business

Rqmts

Business

Rqmts

Primary

SAP

Primary

SAP

Perf.

Reqmts

Perf.

Reqmts

SAP SAP SAP SAP

SLA

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Performance Requirements Flow Through

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QoS relating to ISO stack

QoS

Operationally (Business)

driven:

Intelligibility;Reliable data.

Network driven:

Errors, delay;

Packet/cell loss.

Transmission media driven:

Errors;

Delay, Errors.

Information

Data stream

Packets/cells

Bits

Layer

Application:

Voice, video;

File transfer, messaging.

Network:

Circuit switched, ISDN;

IP, ATM.

Link/physical:

Cable: metallic, fibre;

Radio: LoS, SATCOM.

Example QoS at various

layers

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Service Life Cycle

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Service Life Cycle

Product/Serv

ice

Developm

ent

Develop Templates

and Parametric

Boundaries

Negotiate

Individual

Contracts

Implementation

Take Line/Service

Orders and Provision

Execution

Monitor,

Surveillance,

Maintain, Bill

Assessment

Reassess

Negotiationand

Sales

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Typical SLA Life Cycle

SLA

Negotiation

SLA

Order

Handling

Negotiation& Sales

SLA

Service

Config.

Implementation

SLA

Proactive

Monitoring

QoS

Analysis&

Reporting

SLA Rating

&

Discounting

Customer SLA

AndQoS

Reporting

Execution

SLA

Planning &

Development

Product/ServiceDevelopment

Developtemplates and

Parametricboundaries

Negotiateindividual

contracts

TakeLine/service

Orders &Provision

Monitor,SurveillanceMaintain &

Bill

Reassess

Assessment

Reassess

Ref: TMF TO M Processes GB910

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Parameter Framework

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SLA Parameter Framework

End-to-End

Technology

-specific

physicalinterface

details

monthlyreported

parameters

Service

-specific

service type

or bundle

billing

method

usage-time

based

8 Categories

Single UserInstance

(SAP)

maxresponse

time

Aggregated

(Periodic)

aggregateavailability

for all Apps

maxdown-time

per event

aggregateavailability

for all Apps

S/T

independent

Application

-specific

Enterprise Application SP Support @ SAP

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AT M Cell Delivery

(Between the SAPs)

TechnologyAT M

Single User

Instance

(SAP)

Aggregated

(Periodic)

ServiceAT M

Availability

Max Time

To Restore

M TBF

M TTR

M TRS

Max

CER, CLR, CTD, CDV

Mean & Total

CER, CLR, CTD, CDV

S/Tindependent

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Interface to TOM/eTOM

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SLA Process

SLA

Parameters

Acceptance

Operational

Performance

Legal Consequences

Billing

Remedy

Basic Contract

Thresholds

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The Operations area

FAB is still the core of the

Operations area ;

Operations Support & Readiness

is separated from FAB;

OPS also supports functional

process groupings shown as

horizontal layers.

Operations

Fulfillment Assurance BillingOperationsSupport &

Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

(Application, Computing and Network)

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Measurement Strategy

Location of Measurement Access Points;

Acquisition of Data from MAPs;

Timeliness of Data Measure/Acquisition;

Bandwidth of Management Network;

Time Correlation Issues;

Storage.

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Data AcquisitionQuantity, Timeliness, Reliability

M AP

!

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Proposal -4 Volume Structure

Volume 4 -Open Group QoS work related to:

QoS performance to meet business needs; Business Application User to Business Application User;

Business Application User to SAP.

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SLA Interest by Industry

SW

17%

System Integ

13%

Network

Equipment

13%

New SP

7%

ASP

6%

Wireless6%ISP

6%

Cable

1%

Other9%

Incumbent SP

8%

Industry

Consultant

12%

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SLA Interest by Responsibility

Customer

svc8%

Corp mgt

9%

Sales/mktg

10%

Engr Mgt

21%

Operations

Mgt14%

Net Svcs

13%

MIS/IS/IT

12%Tech Mgt

13%

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Introduction to New Joint TMF SLA

Handbook WG and OG QoS Forum

Initiative.

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e-Business Definition

An e-Business is a business where the impact of even a short

loss of any telecommunication-related service will cause severe

loss of revenue and may even threaten the survival of the

business. TeleManagement Forum

Definition;

GB 917 SLA Management Handbook.

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TMF SLA WG has always recognised that

business requirements drive the need for a

required performance to meet the businessneed.

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Customer Business View

Customer Business Requirements;

Value of Telecommunications;

Business Dependency on Telecom;

Outsourcing Strategy;

Internal IT Accountability.

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Service Delivery Point

HOSTNetwork Equipment

XXX X XLANX

Provider DELIVERED Quality

SAPSAP

Customer QualityRECEIVEDPERCEIVEDPERCEIVED

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End-to-End SLA

Functional Scope

User.. a

(Client)

App .. x

(Server)

User.. b

(Client)

App .. y

(Server)

Business

Rqmts

Business

Rqmts

S/T Indepen-

dent

Agreement to supply

enabling services

SLA

Primary

SAP

Primary

SAP

S/T Indepen-

dent

Perf.

Reqmts

Perf.

Reqmts

Technology-specific

Service

-specific

Service

-specific

Technology-specific Application-specificApplication-specific

SLA

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IP Network Performance

(Service-specific)

IP Service

Warranty M AP

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DSL Access Performance(Technology-specific)

DSL Access

Warranty

DSL Access

Warranty

M AP

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Opportunity

Customer Service Provider

Access Line

The SAP

IP Probe?

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Best Practices Assuring QoS via SLAs

Quality of Service is

the collective effect of service performance that determines the

degree of user satisfaction of a service (ITU-T E.800)

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Top SLA Parameters

Availability;

MTTR;

Throughput;

Application Uptime;

Transmission Delay Latency -Jitter.

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Best Practice (1)

Committed, contractual and bounded;

Real-time Customer monitoring -self-care;

SP control to ensure service levels commitments are met;

Differentiation in standard and revenue;

Trend and Impact analysis.

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Best Practice (2)

Automation:

Pro-active detection of violations; Immediate impact analysis;

Real time reports;

Pro-active network changes;

New features (security);

Guaranteed Availability (not last mile);

No rewards;

Share Business risk.

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Best Practice (3)

SP competition increasing;

Revenue in: Added value;

Service differentiation;

Accurate QoS performance calculation;

Dispute Avoidance Measures.

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Best Practice (4)

Have a clearly defined SLAM process;

Link SLA metrics/thresholds to business goals;

Select SP based on accessibility, breadth and ease of use;

Negotiate clear penalties based on transparent measurements.

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SLA Pointers

Many SLA Components exist;

End-to-end SLA is rarely available;

Build expectations on what can be measured;

Select standard parameters;

Understand what is under contract/warranty/agreed;

Promote standards (Industry Forums);

Keep it simple.

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Impediments to

Service Level Management

0

5

10

15

20

25

30

35

No charge back No trouble

tracking

Lack tools

P

ercent

1998 NETPLEX

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Mutual Responsibilities

(communicate)

Agreement;

Expectation Management;

Relationship Building;

Partnership.

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Questions?

Dont shoot the messenger!