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					               SLA Management and SLA Specification positioning




           SLA Mgt      SLA Spec      SLA Mgt

 SLA Mgt
SLA Spec
                     SLA Management and SLA Specification positioning




          SLA Spec




                                SLA Mgt
SLA Mgt
SLA Management and SLA Specification positioning




                              SLA Mgt
                             SLA Spec
          SLA Management and SLA Specification positioning



SLA Mgt




                                          SLA Mgt
               SLA Management and SLA Specification positioning




    SLA Spec




                SLA Spec




SLA Mgt
                             SP SO                                                           SLA SPECIFICATION
                                                                                             SP creation
                                                                                             of Template SLAs
                       Product Offering
                                            SLS (Parameters,
                                         Thresholds, Expressions)
                           candidate      Measurement Points,
          SP library       SLA items           Estimators                      Std library
          of metrics                          SLA Violation                    of metrics
                                               Procedures


                                                                     Metric
                                                                    Template

                                   Completeness                  New
                            Review                              Metric
                                    Feasibility



 SLAM         SQM
                        Template SLA
Support       SLO
NOC   SQM              SLS (Prm, Thr, Exp),
                       MP, Est, SLAViolProc
CRM
                   Cust SO                   SLA SPECIFICATION
                                             Customer creation
                High-Level                   of Requirements
               Requirements
                                   SLS (Parameters,
                                Thresholds, Expressions)
                  candidate      Measurement Points,
Std library       SLA items           Estimators              Cust library
of metrics                           SLA Violation             of metrics
                                      Procedures


                                                            Metric
                                                           Template

                             Completeness               New
                   Review                              Metric




                 Detailed
               Requirements
              SLS (Prm, Thr, Exp),
              MP, Est, SLAViolProc
                            SP SO                                                              Cust SO                   SLA SPECIFICATION
                                                                                                                         Customer-SP
                                                                                            High-Level                   Negotiation
                       Product Offering                                                    Requirements
                                         SLS (Parameters,                                                      SLS (Parameters,
                                      Thresholds, Expressions)                                              Thresholds, Expressions)
                          candidate    Measurement Points,                                    candidate      Measurement Points,
          SP library      SLA items         Estimators                      Std library       SLA items           Estimators              Cust library
          of metrics                       SLA Violation                    of metrics                           SLA Violation             of metrics
                                            Procedures                                                            Procedures


                                                                  Metric                                                                Metric
                                                                 Template                                                              Template

                                  Completeness                New                                        Completeness               New
                           Review                            Metric                            Review                              Metric
                                   Feasibility



 SLAM         SQM                                                  Cust-SP                   Detailed
Support       SLO                                                Negotiation               Requirements
NOC   SQM                                                                                 SLS (Prm, Thr, Exp),
                                                                                          MP, Est, SLAViolProc
CRM

                                    Customized
          Template SLA
                                        SLA
      SLS (Prm, Thr, Exp),       SLS (Prm, Thr, Exp),
      MP, Est, SLAViolProc       MP, Est, SLAViolProc
                                                                                                               SLA SPECIFICATION


                (Input)
                                                                                    Step 1 : Initial SLA draft
                                                                                    •translate informal text into formatted SLA items
 Relevant       Step 1                                                             •Ensure SLS Thresholds and SLA Violation
                              SLS (Parameters,                                      Procedures reflect Customer expectations (explicit
                           Thresholds, Expressions)                                 or implicit)
               candidate    Measurement Points,                         Library
               SLA items         Estimators                            of metrics   Step 2 : Verify SLA Completeness
                                SLA Violation                                       •agree on which analysis matrix to use, and which
                                 Procedures                                         cells are in scope
                                                                                    •verify each matrix cell in scope, check for
                                                                                    redundancies, gaps, inconsistencies
                                           Complete                                •if needed, import Metrics (as KQIs) from libraries
                                                                                    •if relevant, propose new Metrics using Template,
                                         Step 2              Metric                 for inclusion in library
                                                            Template
                             Completeness                    New                    Step 3 : Verify SLA Feasibility
                                                            Metric                  •verify technical feasibility ("what, where, when,
                                                                                    how") : raw NE/probe counters exist and are
                Review                                                              accessible, scalability, frequency and volume of
                                    Step 3
    Step 4                                                                          data, correctness of estimators, KQI/KPI
                                               SLS Param                            breakdown based on technology analysis,
                               Feasibility
                                                 (KQI)                              possibility of APIs if needed to exchange data
                                                                                    •SQM infrastructure and support is available
                                             Estimator         Feasible
                                                                                    Step 4 : Document and Review
                 Step 5                                                             •document current version of SLA (or
                                                                                    Requirements)
                                                      KPI                 SQM       •check if Step 2 and Step 3 are satisfactory, else
                                                                                    iterate
                SLA or
             Requirements SLS (Prm, Thr, Exp),                                      Step 5 : Finalize
                             MP, Est, SLAViolProc                                   •document final version of SLA (or Requirements)
                         SLA SPECIFICATION

    SLA
Specification


                Step 1


   Step 1


                Step 2
   Step 2


   Step 3
                Step 3
   Step 4


   Step 5
                Step 4




                Step 5

				
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posted:9/21/2011
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