1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

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