What is an SLA Service Level Agreements (SLAs) used to negotiate the services offered and the associated budgets 1st :simple metrics 2nd:metrics important to end-user 3rd:end user experience metrics Key is End-to-End, Business Transaction measurement, monitoring, and reporting. Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

Managing Service Levels Components of an SLA: business objectives definition of services metrics reporting procedures Types of SLA: business SLA (IT and end-user) external SLA (part of a vendor contract) internal SLA (IT departments within the company) Author: HP File: Final Hewlett-Packard Copyright 2001

SLA life cycle Complete SLA lifecycle management includes: Management of customer relations Covering all aspect of the SLA – management roles, processes, responsibilities, and expectations SLA definition Definition of the level of service (service quality, priorities, responsibilities, etc.) -> Service level objectives SLA templates to ease SLA definition Customer classification (gold/silver/bronze) Contract updates/verification (vision: automatic) Service configuration SLOs are translated into supporting IT infrastructure configurations (vision: automatic) Configuration is installed/deployed on the infrastructure Manage changing environments Effective change control of business service requirements Prevention of undesired changes through efficient change process support Adaption of services & SLAs upon change execution Service assurance SLA and SLO status presentation SLA and SLO compliance is determined by aggregation of the individual infrastructure measurements Drill down to problem details Business impact calculations To prevent problems, jeopardy alarms are sent to operations/infrastructure management In case of violation, automatic violation alarms are send to customer relationship management and operations management (planned for end 2002) Important: direct link to infrastructure management Service assessment Compliance reporting: SLA performance reports for internal: planning, relationship management, operations optimization SLA performance reports for customers Real-time and scheduled Service performance reporting to enable future service planning Link to SLA life cycle: Consistent biz/operational SLA management -> service definition SLA compliance monitoring for Internet Services -> service assurance, service assessment Service centric problem diagnosis -> service assurance the delivery strategy should define IT processes, people, IT organizations, technology Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

Consistent biz/operational SLA management -> service definition Complete SLA lifecycle management includes: Management of customer relations Covering all aspect of the SLA – management roles, processes, responsibilities, and expectations SLA definition Definition of the level of service (service quality, priorities, responsibilities, etc.) -> Service level objectives SLA templates to ease SLA definition Customer classification (gold/silver/bronze) Contract updates/verification (vision: automatic) Service configuration SLOs are translated into supporting IT infrastructure configurations (vision: automatic) Configuration is installed/deployed on the infrastructure Manage changing environments Effective change control of business service requirements Prevention of undesired changes through efficient change process support Adaption of services & SLAs upon change execution Service assurance SLA and SLO status presentation SLA and SLO compliance is determined by aggregation of the individual infrastructure measurements Drill down to problem details Business impact calculations To prevent problems, jeopardy alarms are sent to operations/infrastructure management In case of violation, automatic violation alarms are send to customer relationship management and operations management (planned for end 2002) Important: direct link to infrastructure management Service assessment Compliance reporting: SLA performance reports for internal: planning, relationship management, operations optimization SLA performance reports for customers Real-time and scheduled Service performance reporting to enable future service planning Link to SLA life cycle: Consistent biz/operational SLA management -> service definition SLA compliance monitoring for Internet Services -> service assurance, service assessment Service centric problem diagnosis -> service assurance Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

Where to start: define a SLMG conducting business analysis assessing risk define service requirements planning and negotiating an sla designing and implementing a EMS reporting reviewing Complete SLA lifecycle management includes: Management of customer relations Covering all aspect of the SLA – management roles, processes, responsibilities, and expectations SLA definition Definition of the level of service (service quality, priorities, responsibilities, etc.) -> Service level objectives SLA templates to ease SLA definition Customer classification (gold/silver/bronze) Contract updates/verification (vision: automatic) Service configuration SLOs are translated into supporting IT infrastructure configurations (vision: automatic) Configuration is installed/deployed on the infrastructure Manage changing environments Effective change control of business service requirements Prevention of undesired changes through efficient change process support Adaption of services & SLAs upon change execution Service assurance SLA and SLO status presentation SLA and SLO compliance is determined by aggregation of the individual infrastructure measurements Drill down to problem details Business impact calculations To prevent problems, jeopardy alarms are sent to operations/infrastructure management In case of violation, automatic violation alarms are send to customer relationship management and operations management (planned for end 2002) Important: direct link to infrastructure management Service assessment Compliance reporting: SLA performance reports for internal: planning, relationship management, operations optimization SLA performance reports for customers Real-time and scheduled Service performance reporting to enable future service planning Link to SLA life cycle: Consistent biz/operational SLA management -> service definition SLA compliance monitoring for Internet Services -> service assurance, service assessment Service centric problem diagnosis -> service assurance Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

E-business SLA: with internal business units with external partners orsuppliers with customers Internal: focused on metrics (response time, availability, user-load, business metrics) External: most granular because it is a cost Customers: can be very different depending on the customer Complete SLA lifecycle management includes: Management of customer relations Covering all aspect of the SLA – management roles, processes, responsibilities, and expectations SLA definition Definition of the level of service (service quality, priorities, responsibilities, etc.) -> Service level objectives SLA templates to ease SLA definition Customer classification (gold/silver/bronze) Contract updates/verification (vision: automatic) Service configuration SLOs are translated into supporting IT infrastructure configurations (vision: automatic) Configuration is installed/deployed on the infrastructure Manage changing environments Effective change control of business service requirements Prevention of undesired changes through efficient change process support Adaption of services & SLAs upon change execution Service assurance SLA and SLO status presentation SLA and SLO compliance is determined by aggregation of the individual infrastructure measurements Drill down to problem details Business impact calculations To prevent problems, jeopardy alarms are sent to operations/infrastructure management In case of violation, automatic violation alarms are send to customer relationship management and operations management (planned for end 2002) Important: direct link to infrastructure management Service assessment Compliance reporting: SLA performance reports for internal: planning, relationship management, operations optimization SLA performance reports for customers Real-time and scheduled Service performance reporting to enable future service planning Link to SLA life cycle: Consistent biz/operational SLA management -> service definition SLA compliance monitoring for Internet Services -> service assurance, service assessment Service centric problem diagnosis -> service assurance Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

Technology in use Service Level Management SLA Management SLA/SLO Performance Monitoring SLA/SLO Compliance Reporting - HP OV Service Desk - HP OV Internet Services - HP OV Reporter Service View - HP OV Service Navigator Infrastructure Management Infrastructure Administration Infrastructure Monitoring Infrastructure Reporting And more … Link to SLA life cycle: Service Level Management: SLA Management - Service definition SLA/SLO Performance monitoring - Service assurance SLA/SLO Compliance reporting - Service assessment Service views - Service assurance Infrastructure management - Service assurance/basis for service assessment (Service configuration within the products) Closed Loop Service Level Management Service Level Management Visualization with a service view Infrastructure Management This is the first phase of our solution Consistent biz/operational SLA management SLA compliance monitoring for Internet Services Service centric problem diagnosis drill-down Consistent biz/operational SLA management (supports complete SLA lifecycle coverage and easy to use/maintain message) Common service model (easy to use/maintain message) One time data entry Sharing of available SLA information All important SLA information captured Note: First step – Internet Services based on new common service model; Service Desk SLA information download into common service model Customer-centric management (Complete SLA lifecycle message) SLAs and service compliance monitoring linked to customers Customer classification based on SLA levels (gold/silver/bronze) SLA and customer specific views; end-customer portal Accurate picture of the customer experience Eased customer relationship management SLA Compliance monitoring for Internet Services (Complete SLA lifecycle message) SL compliance aggregation from SLOs/infrastructure metrics (bottoms-up correlation message) Additional probes to broaden data source coverage (Java transaction recorder, streaming media probe, custom probes) SL performance presentation and reporting SLA and customer specific views SLA/SLO impact calculations (bottoms-up correlation message) SLO tracking extended to service calls and incidents (Service Desk) Service centric problem diagnosis drill-down (via Service Navigator integration) (tops-down correlation message) This will result in: Increased availability and reliability of provided services Greater end-user satisfaction and retention Service differentiation Higher service margins - HP OV Service Desk - HP OV Operations - HP OV Reporter Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001

The Road to CLSLM Single point of SLA config. and maintenance Broad range of data sources Consistent biz/operational SLA management SLA compliance monitoring for Internet Services Service centric problem diagnosis drill-down SLA definition and mgt SLO monitoring for Internet Services Service Views/Impact Service Reporting Point integration Today Q1/2002 Future Author: HP File: Final Hewlett-Packard Copyright 2001

Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001 Author: HP File: Final Hewlett-Packard Copyright 2001 Author: xxxx File: xxxxxx Hewlett-Packard Copyright 2001