Service Level Agreementagirs/course-3-SLA-management.pdf · 2005-06-08 · SLA Motivations 1....

Service Level Agreement

Hanane EzZahra Oumina

Tél: +33 6 32 09 89 75 ; +212 66 44 31 65

Outline

• SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS


SLA Motivations

1. Distinguish the quality of service between SP in competitions

2. Encourage customer to use new technologies and services

3. Develop the Customer Relationship Management

What is SLA?• Is an integral part of the service contract• Specify the quality of service offered by SP

SLA Motivations

Customer

Supplier

Other Providers/Operators

Service provider

Contract« Service Quality »

Outline

• SLA Motivations• Telecommunications Services

– Service Access Point– Multiple and single SAP services

• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS


Service Access Points

SP2

SP1

Service userCustomer Domain

Provider Domain

ServiceSE SE SE

SE

Service

SE SE SE SE

SAP Group

SAP Group

Service user

Service Access Points

• A service is ‘delivered’ to a customer at an SAP.

• SAPs are conceptual points at witch a service isprovided by an SP entity to a ‘service user’.

• Each is associated with at least one SAP and SAP may

only be associated with one service

SAP Example

Network Access Switch

Backbone Switch

Network Access Switch

PDH/SDHTransport Network

PDH SDH Access

Line

ATM NNI

CUSTOMER PremisesEquipment

VoiceDataVideoSoundProgramms

PBXMuxRouterLAN

EthernetToken RingFDDIFrame relay

Cutomer Access Switch

Outline

• SLA Motivations• Telecommunications Services

– Service Access Point– Multiple and single SAP services

• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS


Multiple and single SAP services

• A multiple SAP service is a service that is delivered through two or more SAPs.

e.g. : LAN interconnection using Frame Relay• A service is an SAP single one when the interaction

with the Sp domain is done in one logical point . e.g. : accessing and retrieving performance data from

SP server. Or exchanging trouble reports

Outline • SLA Motivations• Telecommunications Services• Performance Perspectives

– Service performance Factor Definitions– Network performance Factor Definitions– QoS vs NP– Grade of service– Customer care help desk Service

• SLA Management• Execution of SLA and SLA violation• Application of NGOSS


Performance Perspectives

Support performance

Servability Performance

Operability Performance

Integrity Performance

Trafficability Performance

Availability Performance

Propagation Performance

Network Performance

Service Performance

Planning, Provisioning & Administration Performance

Retainability Performance

Component of

Is the basis for

Component of

Service performance Factor Definitions(1)

Service Support Performance: Mean Service Provisioning Time Billing Error Probability Incorrect Charging or Accounting Probability Billing Integrity

Service Operability Performance: Service User Mistake Probability Dialing Mistake Probability Service Abandonment Mistake Probability Call Abandonment Mistake Probability

Service performance Factor Definitions(2)

Service Accessibility Performance: Service Access Probability Mean Service Access delay Network accessibility Mean access Delay Unacceptable Transmission Probability Misrouting Probability

Service Integrity Performance: Interruption of Service Time Between Interruptions Interruption Duration

Service performance Definitions(3)

Service Retainability Performance: Service Retainability Connection Retainability Retainability of Established connection Premature Release Probability Release Failure Probability Probability of a Successful Service Completion

Network Performance Factor Definitions(1)

Planning, Provisioning and Administration Performance:

The degree to which these activities enable the network to respond requirements

Trafficability Performance: (GOS) The degree to which the capacity of network components

meet offered network traffic under specified conditions

Network Performance Factor Definitions(2)

Network Item Dependability Performance: The collective term used to describe the availability performance and its

influencing factors, reliability performance and maintenance performance

Transmission Performance: The faithfulness of reproduction of a signal offered to a telecommunications

system when this system is in an inservice state

QoS vs NP

QoS

Support performance

Servability Performance

Operability Performance

Integrity Performance

Trafficability Performance

Availability Performance

Propagation Performance

Network Performance

Quality of Service

SP2

SP1

QoS vs NP

SAP Group

SAP Group

Service userCustomer Domain

Provider Domain

QoS

Service elements

Network elements

Service elements

Network elements NP

QoS vs NP

Quality of service Network PerformanceUseroriented ProviderorientedService attribute Connection elementUserobservable effects focus Planning and development focusAt SAP endtoend or network connection

QoS/NP requirements and QoS classes

QoS Class: • NP requirements in Individual network portion.• For each service we can define several QoS classes:Ex: switched networkCall & connection level requirementsInformation transfer requirements• each QoS class provides a guaranteed minimum level of NP.

Grade of Service

• Used in network dimensioning• Defined by the Number of traffic engineering variables used to provide measures in specific conditions• Characterized by trafficability parameters:Calling rateCall setup delayAnswersignal delayInternal and external blocking

Performance Level

Grade of Service

Garanteed

Delivered

Engineered

Grade of Service


Service performance Factor Definitions Network performance Factor Definitions QoS vs NP Grade of service Customer care help desk Service



Customer care help desk Service

•Customer care help desk Service is an integral part of the overall service provided by SPs•It is an organizational service that keep track with the the customer•Sold as an addon to a PS’s commercial offers

Customer care help desk Service

Parameters2. Service Availability3. Mean time to Respond4. Max Time to Respond5. Mean Time to Examine Requests6. Max Time to Examine a Single Request

SLA Benefits

Customer

Establish requirementsEstablish parametersEvaluate relationship with SPDefine endtoend QoS

Provider

Introduce operational changesControl customer satisfactionCreate common SLA/QoS goalsHelp understand costumer perception

Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management

Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle

• Execution of SLA and SLA violation• Application of NGOSS


Fulfillment Requirements (1)

Req1 The SLA is an integral part of the overall service contact and should include a clear definitions of:

•The measurable metrics and parameters•Service performance measurement methods•Customer and SP responsibilities•Conditions that affect operability•Processes for handling the defined boundary conditions

Req2 Customer should be able to select:•Parameters to guarantee•Value ranges for the parameters

Req 3 Following criteria should be considered when defining service SLA:

•Provide concrete repeatable measurements•Be useful for users an SP in understanding the performance provided•Be useful as specification in formal documents•Be useful for publication in data sheets•Be useful for diagnostics

Fulfillment Requirements (2)

Req 4 Standards and targets must be set with a periodic (e.g. annual) service performance review witch should include procedures to update SLA changes

Req5 The SP needs to be able to create the following:•Thresholds for preventive activities•A capability to store several values per parameter •The ability to collect information from underlying element and network management systems

Customer Interface Management Requirements

Req1 Customer should be able to report troubles or faults, and make inquiries by telephone fax... And receive notifications in the same variety of waysReq2 The SP should provide a rapid response to Customer help desk inquiries

Req3 The SP’s Customer contract points should have information available on the status of any service he wants inquire

Assurance Requirements(1)

Req1 The SP must be able to monitor and measure the delivered service quality against SLA commitments at a level acceptable to the customer

Req2 Accurate customerOriented information about all SLA parameters must made available to the customers on a realtime and periodic basisReq3 Strong access control and authentication must be provided so that customers are able to see only their own data as agreed in the SLA

Assurance Requirements(2)

Req4 The SP provide capability to detect degradation in service performance, alert the customer and respond to performance events affecting the customer

Req5 The SP should provide a fault monitoring and tracking capability to ensure that faults are identified, tracked and resolved

Req6 Customers should be kept informed of potential deviations from SLA coverage, including both scheduled and unscheduled maintenance.

SLA Parameters(1)

1 Service Availability:

Service AvailabilitySA% = 100% SUA%

SUA% = Sum(outage Interval) * 100% Activity Time

Service Degradation FactorSA% = 100% SUA%

SUA% = Sum(outage Interval * SDF) * 100% Activity Time

SLA Parameters(2)

Billing Full Billing Acceptable Performance

Availables

Conditional Billing

Degraded Performance

No Billing No Billing Unacceptable Performance

Unavailable

No Performance

SLA Parameters(3)

2 Time To Provide Service:Customer SP

PresaleRequirements

Service Proposal

Negotiation

Service Order

Order Confirmation

Implementation

Ready for ServiceService Acceptance

Order Confirmation Time

SAPConfirmation Time

Order also states: committed time to provide

SP Internal Processes

SLA Parameters(4)

3 Time To Restore Service:4 Delay:5 Throughput:6 Errors

The SLA life Cycle

Product & service

Development

Implementation

Negotiation & Sales

Execution

Assessment

Decommission

31 2 54 6

Product/Service Development Phase

1. Identification of customer needs2. Identification of appropriate product

characteristics,eg. Levels of service to be offered3. Identification of network capabilities4. Preparation of standard SLA templates

Negotiation & sales Phase

1. Selection of the values of SLA parameters applicable to specific service instances

2. The costs incurred by Customer when signing the SLA

3. The costs incurred by the SP when an SLA violation occurs or the amount of incentive payments

4. Definition of report associated with product

Implementation Phase

1. Configuration of SP resources to support the product/service provisioning

2. Configuration of a specific service instance for a customer that meets the SLA specifications

3. Service instance activation

Execution Phase

1. Normal inservice execution and monitoring2. Realtime reporting and service quality validation3. Realtime SLA violation processing

Assessment Phase

1. Delivered Quality of Service2. Customer satisfaction3. Improvement potential4. Changing customer requirements

The individual customer periodic assessment addresses

1. Delivered Quality of Service for all customers2. Realignment of service goals3. Realignment of service operations4. Identification of service support problems5. Creation of different SLA service levels

The internal business review addresses

Scope of Product lifecycle Level 1 Vertical Grouping

Level 1 Horizontal Grouping

OperationsCustomer

Fulfillment Assurance BillingOperations Support & Readiness

Retention and Loyalty

Customer Interface Management

Supplier/Partner Interface Management

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

Billing & Collections

Management

CustomerQoS / SLA

ManagementProblemHandling

Selling

Order Handling

MarketingFulfillmentResponse

ServiceConfiguration & Activation

ServiceProblem

Management

Service QualityAnalysis, Action

& Reporting

Service & Specific Instance

Rating

Resource Provisioning & Allocation

to Service Instance

ResourceProblem

Management

ResourceRestoration

Resource Data Collection, Analysis

& Control

S/P Buying

S/P Purchase Order

Management

S/P Problem Reporting &Management

S/P PerformanceManagement

S/P Settlements & Billing

Management

CRM Operations Support & Process

Management

CRM Operations Readiness

SM&O Support & Process

Management

ServiceManagement &

Operations Readiness

RM&O Support & Process

Management

S/PRM OperationsSupport & Process

Management

S/P Relationship Management

OperationsReadiness

Enterprise Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management

Marketing and Offer Management

Service Planning &

Commitment

Resource &Operations CapabilityDelivery

Supply Chain Strategy & Policy

Supply Chain Planning

& Commitment

Product Development & Retirement

Supply Chain Development & Change

Management

Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product

Product & Offer

Portfolio Capability Delivery

Product & Offer Portfolio Strategy,

Policy & Planning

MarketingCapability Delivery

Product & Offer

Business Planning &

Commitment Product, Marketing & CustomerPerformanceAssessment

Service PerformanceAssessment

Resource PerformanceAssessment

Supply Chain Performance Assessment

Supply Chain CapabilityAvailability

Resource & Technology

Strategy & Policy

Service Strategy &

Policy


Plan & Commitment

Service &OperationsCapabilityDelivery

Service Development &

Retirement

Resource Development

CRMCapabilityDelivery

MarketingStrategy &

Policy

Sales & Channel

Development

Marketing Communications

& Promotion

Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management

& Support

Info SystemsStrategy &Planning

KnowledgeManagement

Stakeholder & External Relations ManagementPR & Comm.

RelationsManagement

RegulatoryManagement

ShareholderRelations

ManagementLegal

Management

Human Resources ManagementEmployee& Labor Relations

WorkforceStrategy

WorkforceDevelopment

HR Policies& Practices

Disaster Recovery, Security & Fraud ManagementFraud

Management

Disaster Recovery & Contingency

PlanningSecurity

Management

Financial & Asset ManagementFinancial

ManagementProcurementManagement

Real EstateManagement

Strategic & Enterprise Planning Strategic &Business Planning

BusinessDevelopment

EnterpriseArchitecture

Planning

GroupEnterprise

ManagementResearch &

DevelopmentTechnologyAcquisition

Research & Development & Technology Acquisition

Brand Management, Market Research & AdvertisingMarket

Research &Analysis

BrandManagement Advertising

ResourceManagement &


Sales & Channel

Management

Level 2 Process Element

External Entity

EnterpriseQuality

Management

Scope of Product lifecycle Level 1 Vertical Grouping

Level 1 Horizontal Grouping

OperationsCustomer










Management

CustomerQoS / SLA


Selling

Order Handling



ServiceProblem

Management


& Reporting


Rating


to Service Instance

ResourceProblem

Management

ResourceRestoration


& Control

S/P Buying

S/P Purchase Order

Management




Management


Management



Management

ServiceManagement &



Management


Management


OperationsReadiness






Service Planning &

Commitment




& Commitment



Management


Product & Offer



Policy & Planning


Product & Offer

Business Planning &







Strategy & Policy

Service Strategy &

Policy


Plan & Commitment



Retirement



MarketingStrategy &

Policy

Sales & Channel

Development


& Promotion


& Support


KnowledgeManagement


RelationsManagement



ManagementLegal

Management


WorkforceStrategy




Management


PlanningSecurity

Management





BusinessDevelopment


Planning

GroupEnterprise





Research &Analysis




Sales & Channel

Management


External Entity

EnterpriseQuality

Management

Strategy PLM

E2E PLM

Core PLM

Operational PLM

Decommission Phase

1. Responsibility for removal of equipment and wiring2. Removal schedule commitments3. Access to the customer’s premises4. Consequent change procedures

Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS


Normal execution of SLA Serviceperformance Data during Normal Operation

Level 1 Vertical Grouping Level 1 Horizontal Grouping

OperationsCustomer










Management

CustomerQoS / SLA


Selling

Order Handling



ServiceProblem

Management


& Reporting


Rating


to Service Instance

ResourceProblem

Management

ResourceRestoration


& Control

S/P Buying

S/P Purchase Order

Management




Management


Management



Management

ServiceManagement &



Management


Management


OperationsReadiness






Service Planning &

Commitment




& Commitment



Management


Product & Offer



Policy & Planning


Product & Offer

Business Planning &







Strategy & Policy

Service Strategy &

Policy


Plan & Commitment



Retirement



MarketingStrategy &

Policy

Sales & Channel

Development


& Promotion


& Support


KnowledgeManagement


RelationsManagement



ManagementLegal

Management


WorkforceStrategy




Management


PlanningSecurity

Management





BusinessDevelopment


Planning

GroupEnterprise





Research &Analysis




Sales & Channel

Management


External Entity

EnterpriseQuality

Management

Normal execution of SLA ServiceThreshold crossing Alerts and resource Failure Alarms


OperationsCustomer










Management

CustomerQoS / SLA


Selling

Order Handling



ServiceProblem

Management


& Reporting


Rating


to Service Instance

ResourceProblem

Management

ResourceRestoration


& Control

S/P Buying

S/P Purchase Order

Management




Management


Management



Management

ServiceManagement &



Management


Management


OperationsReadiness






Service Planning &

Commitment




& Commitment



Management


Product & Offer



Policy & Planning


Product & Offer

Business Planning &







Strategy & Policy

Service Strategy &

Policy


Plan & Commitment



Retirement



MarketingStrategy &

Policy

Sales & Channel

Development


& Promotion


& Support


KnowledgeManagement


RelationsManagement



ManagementLegal

Management


WorkforceStrategy




Management


PlanningSecurity

Management





BusinessDevelopment


Planning

GroupEnterprise






Sales & Channel

Management


External Entity

EnterpriseQuality

Management

Execution with SLA violationCustomer Detected SLA Violation


OperationsCustomer










Management

CustomerQoS / SLA


Selling

Order Handling



ServiceProblem

Management


& Reporting


Rating


to Service Instance

ResourceProblem

Management

ResourceRestoration


& Control

S/P Buying

S/P Purchase Order

Management




Management


Management



Management

ServiceManagement &



Management


Management


OperationsReadiness






Service Planning &

Commitment




& Commitment



Management


Product & Offer



Policy & Planning


Product & Offer

Business Planning &







Strategy & Policy

Service Strategy &

Policy


Plan & Commitment



Retirement



MarketingStrategy &

Policy

Sales & Channel

Development


& Promotion


& Support


KnowledgeManagement


RelationsManagement



ManagementLegal

Management


WorkforceStrategy




Management


PlanningSecurity

Management





BusinessDevelopment


Planning

GroupEnterprise






Sales & Channel

Management


External Entity

EnterpriseQuality

Management

Execution with SLA violationAssessment Initiation: Customer Needs Have Changedc


OperationsCustomer










Management

CustomerQoS / SLA


Selling

Order Handling



ServiceProblem

Management


& Reporting


Rating


to Service Instance

ResourceProblem

Management

ResourceRestoration


& Control

S/P Buying

S/P Purchase Order

Management




Management


Management



Management

ServiceManagement &



Management


Management


OperationsReadiness






Service Planning &

Commitment




& Commitment



Management


Product & Offer



Policy & Planning


Product & Offer

Business Planning &







Strategy & Policy

Service Strategy &

Policy


Plan & Commitment



Retirement



MarketingStrategy &

Policy

Sales & Channel

Development


& Promotion


& Support


KnowledgeManagement


RelationsManagement



ManagementLegal

Management


WorkforceStrategy




Management


PlanningSecurity

Management





BusinessDevelopment


Planning

GroupEnterprise






Sales & Channel

Management


External Entity

EnterpriseQuality

Management

Service Level Agreementagirs/course-3-SLA-management.pdf · 2005-06-08 · SLA Motivations 1....

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Transcript of Service Level Agreementagirs/course-3-SLA-management.pdf · 2005-06-08 · SLA Motivations 1....