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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!
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