• Service Level Agreement
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Eucalyptus (computing) Components
1 The Cluster Controller (CC) is written in C and acts as the front end for a
cluster within a Eucalyptus cloud and communicates with the Storage Controller and Node Controller. It
manages instance (i.e., virtual machines) execution and Service
Level Agreements (SLAs) per cluster.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Carrier cloud History
1 But many businesses and other organizations hesitated to move more demanding
applications from on-premise dedicated hardware into private or public clouds. As a response, communications service providers
started in the 2010/2011 time frame to develop carrier clouds that address perceived
weaknesses in existing cloud services. Weaknesses cited vary but often include performance, availability, security and
service level agreements (SLAs).
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Technical support Tier/Level 4 (T4/L4)
1 While not universally used, a fourth level often represents an escalation
point beyond the organization. This is generally a hardware or software
vendor. Within a corporate incident management system it is important to continue to track incidents even when they are being actioned by a
vendor and the Service Level Agreement (SLA) may have specific
provision for this.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Computer network Geographic scale
1 VPN may have best-effort performance, or may have a defined
service level agreement (SLA) between the VPN customer and the VPN service provider. Generally, a VPN has a topology more complex
than point-to-point.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Business process management Design
1 Process Design encompasses both the identification of existing
processes and the design of "to-be" processes. Areas of focus include
representation of the process flow, the factors within it, alerts &
notifications, escalations, Standard Operating Procedures, Service Level
Agreements, and task hand-over mechanisms.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
IPv6 deployment - United Kingdom
1 JANET, the UK's education and research network, introduced IPv6
unicast support into its service level agreement in 2008. Several major UK
universities (e.g., Cambridge) upgraded their campus routing
infrastructure to provide IPv6 unicast support to their users.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Extract, transform, load - Challenges
1 This includes understanding the volumes of data that must be processed within service level
agreements
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Passive optical network - Upstream bandwidth allocation
1 By knowledge of the service level agreement for each T-CONT across
the entire PON, as well as the size of each T-CONT's backlog, the OLT can
optimize allocation of the spare bandwidth on the PON.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Satellite Internet access - Two-way satellite-only communication
1 While systems for professionals such as those from iDirect will allow the operator to define and meet strict service level agreements - those
used for consumer access provide a 'best effort' service level.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
VMware - Cloud management software
1 VMware vCloud Director enables self-service access to logical pools of compute, network and storage
resources with policy driven controls and service level agreements.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Virtual Private LAN Service - Mesh establishment
1 Service providers benefit because they can generate additional
revenues by offering a new Ethernet service with flexible bandwidth and
sophisticated service level agreements (SLAs)
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Next-generation network - Implementations
1 Traffic can be prioritised with Classes of Service, coupled with Service Level Agreements (SLAs) that
underpin quality of service performance guarantees
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
IBM cloud computing - Public, private and hybrid cloud models
1 The IBM public cloud offering is SmartCloud Enterprise, launched
April 7, 2011. SCE is hosted IaaS with committed service level agreements
(SLA)s, and it can be offered in a private, public or hybrid model. The
environment is hosted on IBM servers (System p or System x), with a
standard set of software images to choose from.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
SOA governance
1 SOA needs a solid foundation that is based on standards and includes
policies, contracts, and service level agreements
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Information Technology Infrastructure Library - Supplier Management
1 The purpose of Supplier Management is to obtain value for money from suppliers and
contracts. It ensures that underpinning contracts and agreements align with
business needs, Service Level Agreements and Service Level Requirements. Supplier
Management oversees process of identification of business needs, evaluation
of suppliers, establishing contracts, their categorization, management and
termination.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Performance engineering - Elaboration
1 The second example may have a service
level agreement, the first should not
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Performance engineering - Service level management
1 In the service level management area, performance engineering is
concerned with service level agreements and the associated
systems monitoring that serves to validate service level compliance,
detect problems, and identify trends
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Performance engineering - Capacity management
1 For example, if a system is showing a trend of slowing transaction
processing (which might be due to growing data set sizes, or increasing
numbers of concurrent users, or other factors) then at some point the
system will no longer meet the criteria specified within the service
level agreements
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Performance engineering - Monitoring
1 It is possible to establish service level agreements
at the use case level.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service catalog
1 Timeframes or service level agreement for fulfilling the
service
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Quality of service - Mechanisms
1 When the expense of mechanisms to provide QoS is justified, network customers and providers can enter into a contractual
agreement termed a service level agreement (SLA) which specifies guarantees for the
ability of a network/protocol to give guaranteed performance/throughput/latency bounds based on mutually agreed measures,
usually by prioritizing traffic. In other approaches, resources are reserved at each
step on the network for the call as it is set up.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Amazon Elastic Compute Cloud - History
1 Amazon EC2 went into full production when it dropped the beta label on October 23,
2008. On the same day, Amazon announced the following features: a service level agreement for EC2, Microsoft Windows in beta form on EC2, Microsoft SQL Server
in beta form on EC2, plans for an AWS management console, and plans for load
balancing, autoscaling, and cloud monitoring services. These features were
subsequently added on May 18, 2009.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Business continuity - Service level agreements (SLA)
1 The interface between management and information technology is the
Service level agreement (SLA). This provides a written contract
stipulating the expectations of management with regard to the
availability of a necessary business function, and the deliverables that information technology provides in support of that business function.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Information Lifecycle Management - Policy
1 ILM policy consists of the overarching storage and information policies that
drive management processes. Policies are dictated by business goals and
drivers. Therefore, policies generally tie into a framework of overall IT
governance and management; change control processes; requirements for
system availability and recovery times; and service level agreements (SLAs).
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Benchmark (computing) - Challenges
1 Users can have very different perceptions of performance than benchmarks may suggest. In particular, users appreciate
predictability — servers that always meet or exceed service level agreements.
Benchmarks tend to emphasize mean scores (IT perspective), rather than
maximum worst-case response times (real-time computing perspective), or low standard deviations (user perspective).
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Load testing - Software load testing
1 Load testing is especially important if the application, system or service will
be subject to a service level agreement or SLA.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement
1 As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts
with customers to define the level(s) of service being sold in plain
language terms
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Overview
1 This practice has spread such that now it is common for a customer to
engage a service provider by including a service level agreement in a wide range of service contracts
in practically all industries and markets
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Overview
1 Service level agreements are, by their nature, "output" based – the
result of the service as received by the customer is the subject of the "agreement." The (expert) service
provider can demonstrate their value by organizing themselves with
ingenuity, capability, and knowledge to deliver the service required, perhaps in an innovative way
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Common metrics
1 Service level agreements can contain numerous service performance
metrics with corresponding service level objectives. A common case in IT
Service Management|IT service management is a Call Center or
Service Desk (ITSM)|service desk. Metrics commonly agreed to in these
cases include:
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Backbone Internet providers
1 It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly state its own service level agreement on its Web site. The US Telecommunications Act
of 1996 does not expressly mandate that companies have SLAs, but it does provide a
framework for firms to do so in Sections 251 and 252. Section 252(c)(1) for example (“Duty to Negotiate”) requires that ILECs negotiate in
good faith regarding things like resale, access to rights-of-way, and so forth.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - WSLA
1 A web service level agreement (WSLA) is a standard for service level agreement compliance monitoring of
web services. It allows authors to specify the performance metrics associated with a web service
application, desired performance targets, and actions that should be performed when performance is not
met.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Cloud computing
1 Thus, service level agreements span across the cloud and are offered by service providers as a service based agreement rather than a customer
based agreement
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Outsourcing
1 The management of this new arrangement is through a contract
that may include one or more service level agreement(s)
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Internet transit
1 These service level agreements still provide only best-effort delivery
since they do not guarantee service the other half of the way, from the Internet exchange point to the final
destination.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management
1 The realization of the security requirements defined in the service
level agreement (SLA) and other external requirements which are
specified in underpinning contracts, legislation and possible internal or
external imposed policies.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - The security management process
1 The requirements are translated into security services, security quality that needs to be provided in the
security section of the service level agreements
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Plan
1 PlanCreate Security section for SLAThis process contains activities that
lead to the security agreements paragraph in the service level
agreements.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Plan
1 At the end of this process the Security section of the service level agreement is created.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Maintenance
1 The maintenance of the security concerns both the maintenance of the security section of the service level agreements and the more
detailed security plans.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Maintenance
1 The proposals serve as inputs for the plan sub-process and will go through the whole cycle or the proposals can be taken in the maintenance of the
service level agreements.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Maintenance
1 The maintenance sub-process starts with the maintenance of the service
level agreements and the maintenance of the operational level
agreements.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Maintenance
1 MAINTAINED SERVICE LEVEL AGREEMENTS Service Level
Agreements(security paragraph) kept in proper condition.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL security management - Example
1 The next step in to process to implement e-mail policies is the Planning. In the Plan
phase of the process the policies are formulated. Besides the policies that are
already written in the Service Level Agreements the policies that are specific for
the e-mail security are formulated and added to the service level agreements. At
the end of this phase the entire plan is formulated and is ready to be implemented.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
CCIE - Service Provider
1 Individuals certified as CCIE Service Provider will possess advanced skills related to packet architecture and technologies important to service
providers such as Provisioning|service provisioning, Multiprotocol
Label Switching|MPLS, VPNs, service level agreements and basic security.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Mobile banking - Security
1 Therefore, the provision of service level agreements (SLAs) is a
requirement for this industry; it is necessary to give the bank customer delivery guarantees of all messages,
as well as measurements on the speed of delivery, throughput, etc
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Application Management Services Framework - Benefits of AMSF
1 * Provides improved responsiveness to a customer's need through the
management of service level agreements
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Text messaging - In business
1 One way to guarantee such a quality of text messaging lies in introducing
SLAs (Service Level Agreement), which are common in IT contracts
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Grid computing - Design considerations and variations
1 Example areas include Service level agreement|SLA management, Trust and Security, Virtual organization
management, License Management, Portals and Data Management
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Text messaging - In business
1 By providing measurable SLAs, corporations can define reliability parameters and set up a
high quality of their services.[ http://www.smstextnews.com/2008/04/tyntec_calls_for_industry_benchmarked_sms_service_level_agreements.html TynTec calls for industry benchmarked SMS service level agreements] Mobile Industry Review (29 April 2008) Just
one of many SMS applications that has proven highly popular and successful in the financial-
services industry is mobile receipts
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Network Neutrality - Quality of service
1 Internet routers forward packets according to the diverse peering and
transport agreements that exist between network operators. Many networks using Internet protocols
now employ quality of service (QoS), and Network Service Providers
frequently enter into Service Level Agreements with each other embracing some sort of QoS.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service oriented architecture - Service composition architecture
1 In the light of the Service Abstraction principle, this type of architecture
only documents the service contract and any published service-level
agreement (Service level agreement|SLA); internal details of each service
are not included.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
ITIL - Supplier Management
1 The purpose of Supplier Management is to obtain value for money from suppliers and
contracts. It ensures that underpinning contracts and agreements align with business
needs, Service Level Agreement|Service Level Agreements and Service level
requirement|Service Level Requirements. Supplier Management oversees process of
identification of business needs, evaluation of suppliers, establishing contracts, their
categorization, management and termination.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Human interaction management - Design
1 Process Design encompasses both the identification of existing
processes and the design of to-be processes. Areas of focus include
representation of the process flow, the factors within it, alerts
notifications, escalations, Standard Operating Procedures, Service Level
Agreements, and task hand-over mechanisms.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Next-generation network - Implementations
1 Traffic can be prioritised with Classes of Service, coupled with Service Level Agreements (SLAs) that
underpin quality of service performance guarantees
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Digital terrestrial - Israel
1 The deal includes a new service level agreement providing The Second Authority with a high level of local
services to keep its currently operating DTV transmission
equipment running 24/7, 365 days a year.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Business Service Management - Business Management Methodology
1 BSM is team-focused and can be used by any team in an organisation to improve performance, based on ownership, pride, commitment and teamwork.
[ http://www.bsmreview.com/resolutionowner.shtml BSM Review: “Resolution Ownership: It Matters for
BSM!” McGarahan.] Through BSM, teams can formalise the services they provide as internal service level agreements (SLAs) or operational
level agreements (OLAs).[ http://www.ktsl.com/downloads/forrester_bsm_definition_whitepaper.pdf “BSM Is Coming of Age: Time
to Define What It Is
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Long-tail traffic - Network performance
1 Due to the increased demands that long-tail traffic places on networks
resources, networks need to be carefully provisioned to ensure that quality of service and service level agreements are met. The following
subsection deals with the provisioning of standard network
resources, and the subsection after that looks at provisioning web
servers which carry a significant amount of long-tail traffic.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Microsoft Operations Framework - Structure of MOF 4.0
1 The 'Operate Phase' deals with the efficient operation, monitoring, and support of deployed services in line
with agreed-to service level agreement (SLA) targets.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Carrier Ethernet - Carrier Ethernet services
1 All these services provide standard definitions of such characteristics as
bandwidth, resilience and service multiplexing, allowing customers to
compare service offerings and facilitating service level agreements (SLAs). Analogous definitions for wireless networks are defined
in IEEE 802.21 and IEEE 802.11u, though these are intended for much shorter time commitments and services appropriate for
mobile users only.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Carrier Ethernet - Carrier Ethernet Demarcation
1 Such support needs to include service level agreement (SLA) management capabilities, with
consistent performance over fiber, DSL, bonded Plesiochronous digital
hierarchy|PDH, and SDH/SONET access lines
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service level requirement
1 In Software Development / IT, a 'Service Level Requirement' (SLR) is a broad
statement from a customer to a service provider describing their service
expectations. A service provider prepares a service level agreement (SLA) based on the
requirements from the customer. For example: A customer may require a Server (computing)|server be operational (uptime)
for 99.95% of the year excluding maintenance.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement
1 As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts
with customers to define the level(s) of service being sold in plain
language terms
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Overview
1 [ http://www.sla-zone.co.uk The Service Level Agreement]
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Overview
1 This practice has spread such that now it is common for a customer to
engage a service provider by including a service level agreement in a wide range of service contracts
in practically all industries and markets
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Overview
1 Service level agreements are, by their nature, output based – the
result of the service as received by the customer is the subject of the
agreement
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Backbone Internet providers
1 It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly state
its own service level agreement on its Web site.[ http://www.us.ntt.net/support/sla/network.cfm SLA -
Global IP Network - NTT America - www.us.ntt.net][
http://www.verizonbusiness.com/terms/global_latency_sla.xml Global Latency and Packet Delivery SLA - Verizon Business][ http://www.att.com/gen/general?pid=6622
ATT High Speed Internet Business Edition Service Level Agreement] The US Telecommunications Act of 1996
does not expressly mandate that companies have SLAs, but it does provide a framework for firms to do so in
Sections 251 and 252
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - WSLA
1 A 'web service level agreement' ('WSLA') is a standard for service
level agreement compliance monitoring of web services. It allows authors to specify the performance
metrics associated with a web service application, desired
performance targets, and actions that should be performed when
performance is not met.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Cloud computing
1 The main point is to build a new layer upon the grid, cloud, or Service-oriented architecture|SOA
middleware able to create a negotiation mechanism between providers and consumers of services.
[ http://www.it-tude.com/sla-article.html IT-Tude.com - Service Level Agreements] An example is the
European Union–funded Framework 7 research project, SLA@SOI,[ http://sla-at-soi.eu SLA@SOI] which is researching aspects of multi-level, multi-
provider SLAs within service-oriented infrastructure and cloud computing; while another EU-funded project, VISION Cloud has provided results with
respect to content-oriented SLAs
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service-level agreement - Cloud computing
1 A summary of the results of various research projects in the area of SLAs
(ranging from specifications to monitoring, management and enforcement) has been provided by the European Commission.
Cloud Computing Service Level Agreements - Exploitation of Research Results [
http://ec.europa.eu/digital-agenda/en/news/cloud-computing-service-level-agreements-
exploitation-research-results European Commission]
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Semantic Web Services - Related technologies
1 * [ http://rbsla.ruleml.org Rule Based Service Level Agreements] (RBSLA based on RuleML)
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Semantic Web Services - Other projects
1 *[http://rbsla.ruleml.org RBSLA] - Rule Based Service Level
Agreements. A project of RuleML for representing SLAs and service
contracts and policies.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
SMS Banking - Quality of service in SMS banking
1 Therefore, the provision of Service Level Agreement(SLA) is a
requirement for this industry; it is necessary to give the bank customer delivery guarantees of all messages,
as well as measurements on the speed of delivery, throughput, etc
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
PaX - Significance
1 Nevertheless, the equivalent of a DoS attack is in some environments
unacceptable; some businesses have Service Level Agreement|level of
service contracts or other conditions which make successful intruder entry a less costly problem than loss of or
reduction in service
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Application delivery network - Load balancing algorithms
1 This includes the ability of the ADN to determine not only whether the
application is available, but whether or not the application can respond to
the request within specified parameters, often referred to as an
service level agreement.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Collection (payment) - Third party agencies
1 This however is dependent on the individual service level agreement
(SLA) that exists between the creditor and the collection agency
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
GAIL - Infrastructure
1 GAIL also possesses a vast telecommunication network that contributes
significantly to the high level of system reliability of operations, on-line real time communication and monitoring higher
productivity. GAIL became the first Infrastructure Provider Category II Licensee and signed the country's first Service Level
Agreement for leasing bandwidth in the Delhi-Vijaipur sector in 2001, through its
telecom business GAILTEL.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Oracle Grid Engine - Add-on software
1 * Service Domain Manager module in order to meet service level agreement|service level
objectives
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Metrics (networking) - Availability
1 You can then deduce how many full hours/days per year the service can be unavailable before the supplier is
in breach of their Service-level agreement|Service Level Agreement. In this example, 8736 (hours) - 8561 (hours) = 175 hours (or around 7.3
days).
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
High availability - Percentage calculation
1 Service level agreements often refer to monthly downtime or availability in order to calculate service credits
to match monthly billing cycles
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
High availability - Closely related concepts
1 A service level agreement (SLA) formalizes an organization's availability objectives and
requirements.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Timesten
1 As memory is far faster than hard disk, TimesTen is heavily used in applications where service level agreements require very low and
predictable response times, such as telecommunication, real-time
financial services trading applications, network equipment,
and large web applications
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Eucalyptus (computing) - Components
1 * The Cluster Controller (CC) is written in C and acts as the front end
for a cluster within a Eucalyptus cloud and communicates with the
Storage Controller and Node Controller. It manages instance (i.e.,
virtual machines) execution and Service Level Agreements (SLAs) per
cluster.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Juniper Networks Technical Certification Program - OEM agreements
1 Juniper's Open IP Solution Development Program which provides Independent Software Vendors, OEM partners and
Research Institutions with full access to Junos Software development kit|SDK for control and services planes. This allows
partners to leverage Junos for rapid development of new applications like next-
gen signaling protocols, deep packet inspection and Service level agreement|SLA
monitoring.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Openbravo - Openbravo ERP
1 This paid-for version offers additional functionality compared to the free
Community Edition (such as: integrated administration tools, non-
technical tool for updates and upgrades, access to Openbravo Exchange and a Service Level
Agreement)
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Application service provider - The ASP model
1 * A provider's service level agreement
guarantees a certain level of service
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
FDIC Enterprise Architecture Framework - Five-year technology roadmap
1 Lastly, in order to continue sound fiscal discipline and responsibility, the organization will establish IT
baselines and metrics, study steady-state costs, manage service level agreements, and more judiciously choose new development projects.
These three areas – enterprise architecture, security and privacy
programs, and fiscal discipline – are shown below with the estimated time
frames.
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Logica - 21st century
1 The Company suffered some embarrassment in 2006 when laptops containing police payroll data
were stolen from LogicaCMG[http://news.bbc.co.uk/1/hi/england/6171468.stm Met police payroll details stolen] and
an outsourcing contract with Transport for London for Information technology|IT services was
terminated early after disputes over payments and service level
agreements.[http://www.computing.co.uk/computing/news/2173934/tfl-outsourcing-agreement TfL
signs temporary outsourcing agreement]
https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Downtime - Famous outages
1 ATT failed to meet the service level agreement on their contracts with
customers and had to refund[http://catless.ncl.ac.uk/Risks/1
9.72.html#subj6.1 Risk digest Volume 19 Issue 72 1998] 6600
customer accounts, costing millions of dollars.
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Downtime - Service levels
1 In service level agreements, it is common to mention a percentage
value (per month or per year) that is calculated by dividing the sum of all downtimes timespans by the total
time of a reference time span (e.g. a month). 0% downtime means that
the server was available all the time.
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Passenger name record - Parts of a PNR
1 Once the booking has been completed to this level, the CRS will issue a unique all alpha or
alpha-numeric record locator, which will remain the same regardless of any further
changes made (except if a multi-person PNR is split). Each airline will create their own
booking record with a unique record locator, which, depending on service level agreement between the CRS and the airline(s) involved, will be transmitted to the CRS and stored in
the booking.
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Internet in the United Kingdom - Speeds
1 SDSL is marketed to businesses and offers low contention ratios, and in
some cases, a Service Level Agreement
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Information Lifecycle Management - Policy
1 ILM policy consists of the overarching storage and information policies that drive
management processes. Policies are dictated by business goals and drivers. Therefore, policies generally tie into a
framework of overall Information Technology|IT governance and
management; change control processes; requirements for system availability and
recovery times; and service level agreements (SLAs).
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Network on a chip - Research on on-chip networks
1 In such instances, hardware QOS logic enables the service provider to
make Service level agreement|contractual guarantees on the level
of service that a user receives, a feature that may be deemed
desirable by some corporate or government clients.
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Texting - In business
1 By providing measurable SLAs, corporations can define reliability parameters and set up a high
quality of their services.[http://www.smstextnews.com/2008/04/tyntec_calls_for_industry_benchmarked_sms_ser
vice_level_agreements.html TynTec calls for industry benchmarked SMS service level
agreements] Mobile Industry Review (29 April 2008) Just one of many SMS applications that
has proven highly popular and successful in the financial-services industry is mobile receipts
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Dedicated hosting service - Bandwidth pooling
1 Many dedicated server providers include a service level agreement
based on computer network|network uptime
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Backup validation - Chargeback
1 Usually some form of service level agreement (SLA) is in place between the backup service provider and the
data owner in which it is agreed what is to be done and how the service is
to be charged for.
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Next-best-action marketing - Benefits and drawbacks
1 There are implications for supply (chain) management, staff incentive
schemes, budgeting, and service level agreements
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Smarketing
1 Implement a Service Level Agreement ...
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Software-defined data center - Description and core components
1 * Software-defined storage (SDS), which includes storage virtualization,
suggests a service interface to provision capacity and SLAs (Service
Level Agreements) for storage, including performance and durability.
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Transition (outsourcing)
1 Transition management starts with the preparation of the outsourced/offshore site to
commence client operations through documenting the processes, training process
executives to execute the processes, designing, procuring and deploying technology and
bandwidth to access client systems as required and finally fulfill the Service Level Agreement|
SLA and contact parameters. The overall success of the outsourcing engagement is very
much dependent on the effectiveness of the transition.
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Network monitoring comparison - Legend
1 ; IP SLAs Reports : Support of Cisco's Service Assurance Agent|IP Service
Level Agreement mechanism.
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Tiered service - Implications
1 A tiered internet gives priority to packets sent and received by end
users that pay a premium for service. Network operators do this to simplify things such as network management and equipment configuration, traffic
engineering, service level agreements, billing, and customer
support.
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Space based architecture - Components of Space-Based Architecture
1 * 'SLA-Driven Container' — The SLA-driven container enables the
deployment of the application on a dynamic pool of machines based on
Service Level Agreements. SLA definitions include the number of
instances that need to run in order to comply with the application scaling
and fail-over policies, as well as other policies.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Communications-enabled application - Importance
1 # Making network components from multiple vendors work in a Mashup
(web application hybrid)| mashup will be a major challenge. The service level agreements (SLAs) for these mashups will be difficult to define
and deliver upon.
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Rubber tapping - Rubber Tapping in IT/ISP
1 For high availability Information Technology services such as data
centre, telecommunications, Internet service providers etc., a time period is stated in advance to the customer to prepare for any possible service
disruption to bring about any change to the service. Such a disclosure is typically guaranteed as part of a
service level agreement.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Website Management Outsourcing - What is WMO?
1 Typically, a WMO company will manage the provider companies to Service Level Agreements (SLA),
follow best practices, and assume full responsibility for the success of the
deployment and ongoing management of a website.
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IDirect - Products
1 A further differentiator is that their equipment is designed to provide services to high end enterprises or carriers rather than to consumers, hence there is an emphasis on the ability to deliver (and measure) the service level agreement requested
by their clients.
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Disabled students allowance - Background
1 Students are encouraged by Funding Bodies, to only use [http://www.dsa-qag.org.uk/content.asp?ContentID=1
DSA-QAG] approved equipment suppliers - these suppliers have agreed to meet the terms of a
service level agreement set out by DSA-QAG and if anything goes wrong
with their equipment will receive a more understanding response from
their funding bodyhttps://store.theartofservice.com/the-service-level-agreement-toolkit.html
Data quality assurance - Optimum use of data quality
1 As data transforms, multiple timestamps and the positions of that timestamps are captured and may be compared against each other and its leeway to validate its value, decay, operational significance against a
defined SLA (service level agreement). This 'timeliness' DQ check can be utilized to decrease
data value decay rate and optimize the policies of data movement
timeline.
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Stochastic - Manufacturing
1 This same approach is used in the service industry where parameters
are replaced by processes related to service level agreements.
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SOA Lifecycle - Service composition architecture
1 In the light of the Service Abstraction principle, this type of architecture
only documents the service contract and any published service-level
agreement (Service level agreement|SLA); internal details of each service
are not included.
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Next Generation Networking - Implementations
1 Traffic can be prioritised with Classes of Service, coupled with Service Level Agreements (SLAs) that
underpin quality of service performance guarantees
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Maintenance window - High availability services
1 For a high-availability service, such as an Internet hosting service or
Internet service provider, the purpose of stating a time period in advance is to allow clients of the service to prepare for possible
disruption or prepare for any major changes to the functioning of the service. This type of disclosure is typically guaranteed as part of a
service level agreement.https://store.theartofservice.com/the-service-level-agreement-toolkit.html
Service abstraction
1 Also that the information should be limited to the serviced contract
(technical contract and the Service level agreement|SLA) only, no other
document or medium should be made available to the service
consumers other than the service contract that contains additional
service related information.
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Infrastructure optimization - Levels of Optimization
1 Service management is implemented for all critical services with service level agreements and operational
reviews
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Service request management - Service catalog composition
1 * Service level agreement (SLA) data and information that helps service providers set expectations for their
service requestors
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Sure Start - Move from programmes to centres
1 Sure Start Hounslow, a programme in West London, became a company limited by guarantee in 2004 and now delivers a range of services,
many through Service Level Agreement with the local authority,
not all of which focus entirely on children under five
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Command center - In service businesses
1 A command center enables the real-time visibility and management of an entire service
operation. Similar to an air traffic control center, a command center allows organizations to view the status of global service calls, service
technicians, and service parts on a single screen. In addition, customer commitments or
service level agreements (SLAs) that have been made can also be programmed into the
command center and monitored to ensure all are met and customers are satisfied.
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Centre for Development of Advanced Computing - Products and Developments
1 * Darpan, DARPAN is a real time network monitoring, visualization and Service Level Agreement monitoring
tool developed by C-DAC Thiruvananthapuram.
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Dedicated server - Bandwidth pooling
1 Many dedicated server providers include a service level agreement
based on computer network|network up-time
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