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WORKSHOP SLA SPECIFICATION

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Title: PowerPoint Presentation Author: qq Last modified by: Etienne Wery Created Date: 5/9/2003 12:45:32 PM Document presentation format: On-screen Show – PowerPoint PPT presentation

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Title: WORKSHOP SLA SPECIFICATION


1
WORKSHOP SLA SPECIFICATION
  • BY
  • ETIENNE WERY
  • Lawyer at the Paris Brussels Bar, Partner
  • ULYS
  • IT OUTSOURCING SUMMIT 27/11/2003

2
OVERVIEW OF WORKSHOP
  • General theory about the SLA
  • Duration 1/2hour
  • SLA workshop
  • Duration 1hour
  • Workshop discussion and correction
  • Duration 1/2hour
  • Questions
  • Duration 1/2 hour

3
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

4
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

5
DEFINITION OF THE SLA
  • Service Level Agreements (SLA) are
  • An SLA is a legal contract that specifies the
    contractuable deliverables, terms and conditions
    between the service provider and the end-user
  • The SLA is a formal, legally binding, statement
    of expectations and obligations between a service
    provider and its customer or customers

6
USE OF THE SLA
  • AN SLA is used in outsourcing contracts
  • An SLA answers to the following questions
  • Who delivers which service when?
  • What happens if problems arise?
  • What is the service and how is the service
    quality assessed?
  • How to work changes into the SLA?

7
PURPOSES OF USING AN SLA
  • Identifies and defines customers needs
  • Provides a framework for understanding
  • Simplifies complex issues
  • Reduces areas of conflict
  • Encourages dialog in the event of disputes
  • Eliminates unrealistic expectations
  • Plays as a marketing instrument
  • Plays as a partnership instrument
  • Transforms a best effort obligation into an
    obligation of result

8
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

9

DEFINITION OF AN ASP
Classical outsourcing
ASP
  • An ASP is a company that delivers and manages
    applications and computer services to
    subscribers/clients via the Internet or a private
    network

10
ASP vs. CLASSICAL OUTSOURCING
  • Transfer of personnel
  • Higher level of maintenance
  • Supplies mostly standard applications
  • Hardware belongs to/hired by the ASP
  • Hardware located at ASP

11
ASP CHAIN
Customer
ASP
ISV
.
VAR
BO P
IAP
SI
12
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

13
ZONE OF INFLUENCE OF SLA
Customer
Zone of influence of SLA
ASP
ISV
.
VAR
BO P
IAP
SI
14
SLA DOMAINS
  • NETWORK SLA
  • HOSTING SLA
  • APPLICATION SLA
  • SUPPORT SERVICE SLA

15
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

16
ASPIC BEST PRACTICES
Application service providers consortium (ASPIC)
and World Intellectual Property Organization
(WIPO) set up best practices
  • To build up good relationship between ISP and
    customer
  • To avoid conflicts

17
ASPIC BEST PRACTICES (I/III)
  • Data Center
  • Server
  • Load balancing
  • Clustering
  • Geographic Redundancy

Infrastructure
  • Network architecture
  • Scalability
  • Connectivity Options

Connectivity
  • Authentication
  • Access Control
  • Integrity
  • Confidentiality
  • Non-repudiation
  • Security of Hardware
  • Security of Software

Security
18
ASPIC BEST PRACTICES (II/III)
  • Application management
  • Intellectual Rights Property
  • Databases
  • Pricing
  • Application Preparation
  • Sharing of liabilities
  • Sharing of tasks
  • Maintenance of the Application

Application
  • Maintenance of the application
  • Maintenance of the system
  • Maintenance of the Network
  • Reports
  • Help-Desk

Maintenance
19
ASPIC BEST PRACTICES (III/III)
  • Choice of application
  • Preparation of the Platform
  • Installation
  • Configuration and Customisation
  • Conversion / migration of data
  • Reports
  • Tests
  • Integration
  • Training of the customer

Implementation
20
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

21
Main subjects to cover (I/III)
  • Introduction and purpose
  • Service to be delivered
  • Uptime
  • System response time
  • Lost data
  • Customization
  • Change control
  • Billing responses
  • Report generation
  • Other issues

22
Main subjects to cover (II/III)
  1. Performance, tracking and reporting
  2. Problem management
  3. Fees and expenses
  4. Customer duties and responsibilities
  5. Warranties and remedies
  6. Security

23
Main subjects to cover (III/III)
  1. IPR and confidential information
  2. Legal compliance and resolution of disputes
  3. Termination
  4. Examination of clauses- descriptions

24
SERVICE LEVELS
Bonus price
Target level
Negotiated price
Minimum acceptable level
Price reduction
Unacceptable level
Contract termination
Service level
25
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

26
MAJOR SLA FAILURES
  • Negotiation problems
  • Specification of efforts versus specification of
    results
  • Unclear service specification
  • Incomplete service specification
  • Incomplete cost management
  •  Dead-end  SLA documents
  • Exit Management

27
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

28
WORKSHOP (I/II)
  • Aim of the workshop
  • Identify major problems when writing an SLA
  • On service provided
  • On service levels based on the organisations
    specificity
  • Costs
  • How to handle major issues

29
WORKSHOP (II/II)
  • Workshop process
  • Divide audience in 3 groups, each group
    represents a major SLA party
  • Customer
  • Service provider
  • Parallel service provider
  • Each group will react towards different given
    clauses
  • Analyse clauses and try to find major issues
    about the SLA

30
CLASSIFY MAJOR ISSUES
SLA failures
Negotiation problems
Efforts vs. Results
Unclear service specification
Incomplete service specification
Incomplete cost management
Dead-end SLA
Exit Management
31
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

32
LESSONS LEARNED
  • Does your SLA include
  • A specified level of customer support?
  • Provisions for system and data security?
  • A guaranteed level of system performance such as
    sub-second response time?
  • Continuous system availability?
  • In case of failure to deliver, is there a
    designated contact person who can address the
    issue?
  • Enforcement procedure? Refund? Termination and
    choice of new ASP without penalty?

33
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

34
SLA SPECIFICATION CHALLENGES
  • Scope and Methodology
  • Pre-understanding
  • Service level management service process
    management
  • Knowing the actors and following a structured
    approach

35
TABLE OF CONTENT
  • General concepts about the SLA
  • General concepts about the ASP
  • The SLA inside an ASP
  • Writing of an SLA
  • ASPIC best practices
  • Main subjects to cover
  • SLA failures
  • Workshop
  • Lessons learned
  • SLA specification Challenges
  • Questions

36
QUESTIONS
I would be pleased to answer your questions
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