Placeholder for Service Level Agreement (SLA) discussion
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drus...@ca.ibm.com
Nov 5, 2009, 3:27:09 PM11/5/09
to Cloud Computing Use Cases
Service Level Agreements ( SLAs )
When two or more parties enter into an agreement to provide services,
it is important that there be a documented, agreed to statement of
what each other will provide. These agreements, or SLAs are critical
to determining the expected levels of performance from each other and
also critical when an issue arises. The SLAs must cover not only what
is expected in the day to day operations, but also in the case of
disaster recovery. What do you see as the key elements of a SLA and
the supporting tools to ensure compliance with the agreement?
When two or more parties enter into an agreement to provide services,
it is important that there be a documented, agreed to statement of
what each other will provide. These agreements, or SLAs are critical
to determining the expected levels of performance from each other and
also critical when an issue arises. The SLAs must cover not only what
is expected in the day to day operations, but also in the case of
disaster recovery. What do you see as the key elements of a SLA and
the supporting tools to ensure compliance with the agreement?
madra
Nov 6, 2009, 7:36:11 AM11/6/09
to Cloud Computing Use Cases
This is how I would visualise it
Background first:
There is a Changing Relationships with ICT Assets since Ownership Is
Not an Assumption.
(1) A service exists when a service user delegates the responsibility
for performing a process to a service provider.
(2) Services are defined by use cases and SLAs.
User (use case service level)
Process ---- Package ------ Service
Service Provider (use case service level)
Background first:
There is a Changing Relationships with ICT Assets since Ownership Is
Not an Assumption.
(1) A service exists when a service user delegates the responsibility
for performing a process to a service provider.
(2) Services are defined by use cases and SLAs.
User (use case service level)
Process ---- Package ------ Service
Service Provider (use case service level)
James
Nov 6, 2009, 9:26:51 AM11/6/09
to Cloud Computing Use Cases
How do people feel about Service as a Service?
The boundaries of the SLA should be well defined as per the usual
expectation.
But for a cost effective and low budget solution the the cloud
provider could provide a flexible
"pay as you go" solution to service and therefore the SLA itself.
This could suit lower priority
service call/issue handling for certain customers as and when they
require a low cost alternative.
The charging mechanism for this could be as wide and diverse as the
SLA itself.
For instance, there could be a tariff for connection time per user,
these could go towards
building up credits in line with the service level required for any
particular future/upcoming period.
Service (or Support) as a Service is quite an interesting subject.
The boundaries of the SLA should be well defined as per the usual
expectation.
But for a cost effective and low budget solution the the cloud
provider could provide a flexible
"pay as you go" solution to service and therefore the SLA itself.
This could suit lower priority
service call/issue handling for certain customers as and when they
require a low cost alternative.
The charging mechanism for this could be as wide and diverse as the
SLA itself.
For instance, there could be a tariff for connection time per user,
these could go towards
building up credits in line with the service level required for any
particular future/upcoming period.
Service (or Support) as a Service is quite an interesting subject.
madra
Nov 6, 2009, 1:24:46 PM11/6/09
to Cloud Computing Use Cases
Within my proposed SLA framework:
User (use case service level)
Process ---- Package ------ Service
Service Provider (use case service level)
There would be many sevice levels available depending on use case
requirements.
These levels are predefined and the user just selects required levels.
Support could be faciltated As-A-Service where the user provisions
whatever level of support is required.
There are many sevice level aspects one of them been support many
other aspects are service performance related.
User (use case service level)
Process ---- Package ------ Service
Service Provider (use case service level)
requirements.
These levels are predefined and the user just selects required levels.
Support could be faciltated As-A-Service where the user provisions
whatever level of support is required.
There are many sevice level aspects one of them been support many
other aspects are service performance related.
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