1. Network Management Chapter 4 SLA and QoS
POSTEC Lecture　
Network Management Chapter 4 　SLA and QoS 　
May 6-27 , 2008
Masayoshi Ejiri
Japan

2. Agenda ICT Operations and Management - Service Industries
- ICT Services and Networks—
- Target of the Management
2, Architecture ,Function ,Information Model and Business Process
- ITU-T TMN( Telecommunications Management Network)
- TeleManagement Forum Telecommunications Operations Map ( TOM)
- Multi domain management and System Integration
- Standardization
3. OSS( Operations Support System ) Development
- Software Architecture ,Key Technologies and Product Evaluation—
4. SLA( Service Level Agreement) and QoS( Quality of Service)
- SLA Definition , reference point and policy based negotiation
5, IP/eBusiness Management
- Paradigm shift , Architecture beyond TMN and enhanced TOM
6. NGN( Next Generation Networks) Management
- NGN Networks and Services , New Paradigm of ICT Business and Management

3. Agenda Service Life cycle of QoS/SLA IP QoS and network performance
QoS , QoE and SLA
SLA and OLA Overviews
SLA Management
SLA Features
SLA Negotiation
Security

4. Service Life cycle and QoS/SLA
ITU-T Recommendation M.3341
Requirements for QoS/SLA management over the TMN X-interface for IP-based services
Management of QoS and associated SLAs require interaction
between many telecom operations business processes and TMN
management services as defined in ITU-T Rec. M.3200 and TMN
management function sets as defined in ITU-T Rec. M.3400.

5. M.3341 – Service life cycle (Figure 5-1/GB917)
Service product planning and development;
Negotiation and sales of a service product;
Implementation (configuration, provisioning and commissioning) of a service product;
Operation and maintenance of a service product;
Periodic assessment of the QoS of a service and whether it meets the SLA.

6. QoS/SLA management interactions across QMS interface M.3341
SC( Service Customer) initiated:
Retrieve MPs MP : Measurement Point
Retrieve Obs Ob : Observation
Configure Ob
Assign PM data collection interval PM : Performance Management
Suspend/Resume PM data collection
Reset PM data
Assign PM history duration
Assign PM threshold (including severity)
Request PM data (current or history)
SP( Service Provider ) initiated/provided:
Report MP configuration changes
Report SP suspension of PM data collection
Report PM threshold violation
QMS : QoS/SLA Management Services

7. Measurement point and observation M.3341
The observation provides QoS measurements from the ingress to the egress
of the ISP's network regardless of the service providers or network operators involved.
SC :Service Customer
NO :Network Operator
TSP: Telecommunications Service Provider
ISP: Internet Service Provider

8. IP QoS related Y series . Recommendations
Internet protocol data communication service – IP packet transfer and availability performance parameters
Y.1541
Network performance objectives for IP-based services
Note : SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL ASPECTS AND NEXT-GENERATION NETWORKS
Internet protocol aspects – Quality of service and network performance

9. Rec. Y.1540 – Layered model of performance for IP service – Example
SRC : Source host
DST : Destination host

10. Services in ISO 7 layers Model
Human/Business
Application service
Layer 7 : Application
Layer 6 : Presentation
Layer 5 : Session
Layer 4 : Transport
Layer 3 : Network
Layer 2 : Data link
Layer 1 : Physical
Presentation service
Session service
Transport service
Network service
Data link service
Physical service

11. Generic IP Service performance model :
IP Network Connectivity Y.1540

12. Y.1541 – UNI-to-UNI reference path for network QoS objectives

13. End-to-End QoS
NOTE – The phrase "End-to-End" has a different meaning in Recommendations concerning user QoS classes, where end-to-end means, for example, from mouth to ear in voice quality Recommendations. Within the context of this Recommendation( Y.1541), end-to-end is to be understood as from UNI‑to‑UNI.

14. Quality evaluation MOS ITU-T Rec P.800
Listening-quality scale
Excellent 5
Good 4
Fair 3
Poor 2
Bad 1
The quantity evaluated from the scores (mean listening-quality opinion score, or simply mean opinion score) is represented by the symbol MOS.

15. DMOS Degradation category scale 5 Degradation is inaudible.
4 Degradation is audible but not annoying.
3 Degradation is slightly annoying.
2 Degradation is annoying.
1 Degradation is very annoying.
The quantity evaluated from the scores (degradation mean opinion score) is represented by the symbol DMOS.
Note: In non voice services , audible should be perceptible.

16. IP packet transfer performance parameters REC.Y.1540
Speed ,Accuracy and Dependability
IPTD : IP Packet Transfer Delay　　
IPDV : IP packet Delay Variation
IPER : IP Packet Error Ratio
IPLR : IP Packet Loss Ratio
IPRR : IP Packet Reordering Ratio
IPSLBR : IP Packet Severe Loss Block Ratio
IPDR : IP Packet Duplicate Ratio
RIPR : Replicated IP Packet Ration
IPPT : IP Packet Throughput

17. IP service availability (REC.Y.1540)
Unavailable
IP Service
Available
Availability
Parameters
Unavailability: IP Packet Loss Ration(IPLR) > C1
C1 = 0.75
Availability Parameters:% time ratio
Percent IP service unavailability (PIU)
Percent IP service availability (PIA)

18. Conditions for IP Performance Measurement Rec.Y1540
1) the exact sections being measured:
• SRC and DST for end-to-end measurements;
• MP bounding an NSE being measured.
2) measurement time:
• how long samples were collected;
• when the measurement occurred.
3) exact traffic characteristics:
• rate at which the SRC is offering traffic;
• SRC traffic pattern;
• competing traffic at the SRC and DST;
• IP packet size.
4) type of measurement:
• in-service or out-of-service;
• active or passive.
5) summaries of the measured data:
• means, worst-case, empirical quantities;
• summarizing period;
–short period (e.g., one hour);
– long period (e.g., one day, one week, one month).

19. Y.1541 – Hypothetical reference path for QoS class 0

20. Network performance parameter Nature of network performance objective
Table 1/Y.1541 – IP network QoS class definitions and network performance objectives
Network performance parameter
Nature of network performance objective
QoS Classes
Class 0
Class 1
Class 2
Class 3
Class 4
Class 5 Unspecified
IPTD
Upper bound on the mean IPTD (Note 1)
100 ms
400 ms
1 s U
IPDV
Upper bound on the 1  10–3 quantile of IPTD minus the minimum IPTD (Note 2)
50 ms (Note 3)
IPLR
Upper bound on the packet loss probability
1 × 10–3 (Note 4)
1 × 10–3
IPER
Upper bound
1 × 10–4 (Note 5)
General Notes:

21. Network performance parameter Nature of network performance objective
Table 3/Y.1541 – Provisional IP network QoS class definitions and network performance objectives
Network performance parameter
Nature of network performance objective
QoS Classes
Class 6
Class 7
IPTD
Upper bound on the mean IPTD
100 ms
400 ms
IPDV
Upper bound on the 1  10–5 quantile of IPTD minus the minimum IPTD (Note 1)
50 ms
IPLR
Upper bound on the packet loss ratio
1 × 10–5
IPER
Upper bound
1 × 10–6
IPRR

22. QoS Control modified Nakajima’s IM2005 panel presentation
Admission Control : managed bandwidth
Fairness Control : minimum bandwidth
Priority Control : reactive control, priority conflict
Outcome
Guarantee : with proactive control e.g. pre assigned resource, on demand reservation,
Managed Quality : with reactive control
Best effort : with no active control

23. Definition of Quality of Experience (QoE) Rｅｃ．Ｇ１００
The overall acceptability of an application or service, as perceived subjectively by the end-user.
NOTE 1 – Quality of Experience includes the complete end-to-end system effects (client, terminal, network, services infrastructure, etc.).
NOTE 2 – Overall acceptability may be influenced by user expectations and context.

24. SLA -How to reach the practical Agreement by Negotiation ?- ,
Who drive SLA ?
Why SLA is needed ?
What S.L.A. is ?
When SLA is agreed ?
How to agree SLA ?

25. ITU-T Rec. E860 ( 2002)
“A Service Level Agreement is a formal agreement between two or more entities that is reached after a negotiating activities with the scope to access service characteristics, responsibilities and priorities of every part “

26. SLA for IP Management Public Network / Services IP network / Services
Fixed QoS  Negotiated CoS
Network Performance Oriented  Human Interface Oriented
Internal within SP  Open and Visible to Customers
<Best Effort SLA Announcement> <Guaranteed SLA Agreement>
Based on embedded Based on Management
QoS Mechanism Excellence and Negotiation

27. Service Level Agreement ???
Transport , Contents Delivery, Operation, Billing,etc.
Level ?
Performance : QoS, CoS, Accuracy, Timeliness, etc.
Treatment : Reliability,Priority, etc.
Value : Absolute, Average in long term/in group,etc.
Agreement ?
Negotiation, Selection of SLA Package/menu,etc.
Contract : Long term, Call by Call. Specific Call,etc.

28. Guaranteed /Best Effort SLA
Service Priority ( Class of Services)
: Guaranteed by Policy based Operations
Static/Average QoS Value
: Guaranteed by NW design/implementation
Individual or Target Service QoS Value
: Guaranteed by successful Pre-Provisioning/Resource Reservation
: Best Effort in General

29. SLA Management(Reference Point)
Customer
OSF
Operations Services
SLA
Communication Services
SLA
SLA Negotiation
Operator
Resource
OSF
Service Provider
Operations Support
SLA
Resources Provisioning
SLA
SLA Negotiation
Partner
OSF

30. SLA Management(Monitor/ Report)
Customer
SLA Report, Invoice SM
Mapping
CoS
QoS Value/MTxx
Policy NM
Aggregate NE
Resource
QoS Parameter
QoS Events EM
Operation
QoS Parameter SM
Partner

31. SLA Management(Control)
Customer
SO,TT,Bill SM
Mapping
Treatment
QoS order
Policy NM
Analysis NE
Resource
Parameter Control
QoS Control EM
Operation
Parameter Control SM
Partner

32. Communications Resource
SLA and OLA Overviews
Customer
( eBusiness)
Operations Services
SLA
Content Delivery Services SLA
Transport Services SLA
SLA
Negotiation
Content Delivery
Resource
Service
Provider
Operations
Resource
Transport Services OLA
Transport
Resource
Operations Support
OLA
Resource Provisioning
OLA
OLA
Negotiation
Operations Resource
Supporters
Communications Resource
Suppliers
Partners

33. SLA Features Services Features 3, Security 1, Transport Services
2, Contents Delivery Services
3, Operations Services
Features
1, Fundamental (Performance , Accuracy & Access)
2, RAS(Reliability , Availability & Survivability)
3, Security

34. Operation Services SLAs -Customer Care Ability-
Accuracy & Timeliness
Service Delivery, Report Generation, Handling of Billing, Call pick up time, Compensation when SLA violated
Access Capability
Availability of Contact ( Method, Opening time etc)
RAS
Human/Organizational structure for provisioning, Fault & Disaster, Fairness & Priority, Hot line
Security
Mechanism for Privacy protection, Countermeasure for Security

35. Transport Services SLAs -Transport Capability-
Performance & QoS
Transmission Quality ( Bandwidth, Delay, Packet loss, Error )
--Average Value in long term and/or in group, Absolute value for Call by Call or Specific Call—
Access Capability
Connectivity, Call loss ratio, Call setup time
RAS
Mean ( Max/min) times between outage, Disaster/Fault recovery priority
Security
Access control mechanism, Prevention mechanism for network attack

36. Content Delivery Services SLA - Security Assurance Capability-
Transport Services SLA plus
Security
Prevention mechanism, countermeasure &compensation
--for Access authorization /certification
--for Protection of Content Integrity, Confidentiality,
Authentication, Copyright

37. Classification of SLA Features
Feature Type
Transport Services SLA
Operations Services SLA
Performance
& Accuracy
- Bandwidth,
- Packet Loss,
- Error rate,
- Delay - throughput
Accuracy and timeliness of (1)
Service delivery, Report generation,
Etc….
Mean/Max time between call pickup
Compensation when SLA violated
Access
Capability
Connectivity
Call Loss Ratio
Call setup time
Contact Method – , Phone, Fax,
Etc…..
Contact Availability – opening times
Access control mechanism
RAS
Mean time between outages
Disaster/Fault recovery mechanism
Hot line
Organisational structure to support
Disaster/Fault recovery
Security
Access Control Mechanism
Prevention of Network Attacks,
Eavesdropping, etc…
Privacy Protection mechanisms

38. SLA Categories for Customer Preference
Customers
Pick&Mix
SLA
Limited SLA
Negotiated SLA
Define
Class of Service
Define
Default
Proactive
Sales
Market Research
Marketing
Internal
Negotiation
Operations
Resource
Communications
Resource

41. Service Negotiation Customer Resources Operation OSF 3. Agreed Service
4. Service Report
1. Negotiation
2. Service Provision
Service Negotiation Function
Status Report
Policy
Pricing DB
Resource DB
Class of Service DB
Traffic/ QoS DB
Operation

42. SLA Negotiation based on Policy Management
Customers
Operators
　　SLA Negotiation
Policy Descriptor
Negotiation?
Timing
Features
Policy Editor
・ Static (long term)
・ Pre Assigned
・ On Demand
Policy
Management
Price
・ QoS / CoS
・ Bandwidth
・ Delivery Time
・ Security
MTxx
etc.
Policy Executor
Policy Repository
Policy Decision
Function
OSS
OSS

43. IT Capable Terminal JVM Web Browser etc. Negotiation Inquiry
Negotiation Agent
(e.g Java applet)
Negotiation Agent
(e.g Java applet)
JVM
Web Browser
etc.
Service/
Resource
Status
Operation Window
(e.g XML)
Operation Window
(e.g XML)
Catalogue
Negotiation
Inquiry
Negotiation
Agent
Operation
Window
Service Provider
Customer

44. For Effective SLA Customer can select SPs
Customer can negotiate/choose SLA
SLA should be reflected Customer Perception
SLA should be Monitored and Reported to Customers to confirm SLA
SPs should Compensate if SLA Violation occurs

45. Security ? Human/Social Human/Social Mechanism Life Property Privilege
Privacy
Comfort
Goodwill
Malice
Indifference
Credit
Treachery
Espionage
Nation
Law
Society
Communications
Technology
Environment
Disaster
Nature

46. Security Management Management of Human /Society
　　Moral, Ethics, Education　　　　　
　　Law, Regulation, Community, Privacy, 　Vigilant ?
Management of Information distribution/exchange
Safe, secure ,accurate and comfortable ICT network/services
Management of environment
Prognosis, disaster prevention, environmental preservation

47. IP/eBusiness Security Management
Network Security
　　－RAS 　　
　　－Privacy ( Tapping, fairness , secrecy of communications, customer information)　　
　 －Attack　：　Physical,　Logical
Information distribution security
　　－Integrity of contents and delivery
　　－Human verification, certification , justification
eBusiness security　
　　ーEnsure real and virtual money
　　－Forgery( Fake), Fraud, Robbery with/without violence, Credibility , Confidence
　　ーPrivacy ( Anonymity, Private information leakage)
　　－Privacy(個人情報の目的外利用）

48. (Community-Culture including regulatory issues )
Security Objects
Contents
Applications
Communications
Operations
Environment
(Community-Culture including regulatory issues )
Security Mechanisms
Security Technologies
Security Modules
Security Systems
Security Infrastructure
Security Domains
Management Layers/processes
Service Providers
Users
Physical/Logical Facilities
ICT Security Management Framework

49. Security Objects Contents Application Communications Operations
　　Completeness( Integrity ), Secrecy, Certification, Copyright
Application
　　Virus, Worm, Destruction, Falsify, Fishing,
Communications
　　 Access/admission, Routing, AAA (Authentication, Authorization , and Accounting), Tapping, Pretence, Espionage, IP spoof
Attack ( Intrusion ,Denial of service, Service degradation, jamming, etc.)
Operations
　　Privacy, Leakage, Risk

50. Security Domains Management Layers/processes
OSI 7 Layers services, TMN Logical layer, FAB ( Fulfillment, assurance and billing ),
Service Providers and partners
Contracted SP, Virtual SP, ASP, CSP, Management SP, Network Operator, VMNO, Service/operation agent,
Users
Enterprise customers Consumers End users Customer representatives Shareholders
Physical/Logical Facilities
Terminals, CPE/CPN, Transmission , Service node, Storage, Data center, Call center, Address/phone number, Routing table, Domain name server

51. Security Mechanisms/Technologies
Security Technologies
Encryption, Cryptograph, Authentication, Firewall, IPsec(Security Architecture for IP),
Security Modules
SOCKS, Digital signature, Secure protocol ( e.g.IKE: Internet Key Exchange protocol) Bio metrics, Intrusion detection/block, Anti virus, IC card, Electronic cash
Security Systems and Infrastructure
PKI (Public　Key　Infrastructure), PKI authority, KES (Key Escrowed System) , Certification authority, SET： Secure Electronic Transaction, Standardization
Regulation, Legal and administration protection, Penalty