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Service Level Agreement Rashid Mijumbi Laia Nadal Reixats Communications Network Management.

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Presentation on theme: "Service Level Agreement Rashid Mijumbi Laia Nadal Reixats Communications Network Management."— Presentation transcript:

1 Service Level Agreement Rashid Mijumbi Laia Nadal Reixats Communications Network Management

2 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.

3 SLA management in eTOM context

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-related entities

6 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.

7 Service overview

8 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.

9 Service Level Agreement

10 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

11 Service Level Measurement

12 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 doesnt 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 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

15 NORMAL EXECUTION OF SLA SERVICE PERFOMANCE DATA DURING NORMAL OPERATION

16 THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (1) NORMAL EXECUTION OF SLA SERVICE

17 THRESHOLD CROSSING ALERTS AND RESOURCE FAILURE ALARMS (2) NORMAL EXECUTION OF SLA SERVICE

18 EXECUTION WITH SLA VIOLATION (1)

19 EXECUTION WITH SLA VIOLATION (2)

20 ASSESSMENT (1) CUSTOMER NEEDS HAVE CHANGED

21 ASSESSMENT (2) INTERNAL ASSESSMENTS AT THE CUSTOMER AND SERVICE LAYERS


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