Service Level Agreement

• 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.


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).


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.


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.


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.


Extract, transform, load - Challenges

1 This includes understanding the volumes of data that must be processed within service level

agreements


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.


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.


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.


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)


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


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.


SOA governance

1 SOA needs a solid foundation that is based on standards and includes

policies, contracts, and service level agreements


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.


Performance engineering - Elaboration

1 The second example may have a service

level agreement, the first should not


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


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


Performance engineering - Monitoring

1 It is possible to establish service level agreements

at the use case level.


Service catalog

1 Timeframes or service level agreement for fulfilling the

service


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.


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.


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).


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).


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.


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


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



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


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:


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.


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


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)


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.


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.


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


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.


ITIL security management - Plan

1 At the end of this process the Security section of the service level agreement is created.


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.



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.



1 The maintenance sub-process starts with the maintenance of the service

level agreements and the maintenance of the operational level

agreements.



1 MAINTAINED SERVICE LEVEL AGREEMENTS Service Level

Agreements(security paragraph) kept in proper condition.


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.


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.


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


Application Management Services Framework - Benefits of AMSF

1 * Provides improved responsiveness to a customer's need through the

management of service level agreements


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


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


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


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.


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.


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.


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.


Next-generation network - Implementations




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.


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


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.


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.


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


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.


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



1 [ http://www.sla-zone.co.uk The Service Level Agreement]



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



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


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


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


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



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]


Semantic Web Services - Related technologies

1 * [ http://rbsla.ruleml.org Rule Based Service Level Agreements] (RBSLA based on RuleML)


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.


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


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


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.


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


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.


Oracle Grid Engine - Add-on software

1 * Service Domain Manager module in order to meet service level agreement|service level

objectives


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).


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


High availability - Closely related concepts

1 A service level agreement (SLA) formalizes an organization's availability objectives and

requirements.


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


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.


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)


Application service provider - The ASP model

1 * A provider's service level agreement

guarantees a certain level of service


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.


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]


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.


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.


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.


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


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).


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.


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


Dedicated hosting service - Bandwidth pooling

1 Many dedicated server providers include a service level agreement

based on computer network|network uptime


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.


Next-best-action marketing - Benefits and drawbacks

1 There are implications for supply (chain) management, staff incentive

schemes, budgeting, and service level agreements


Smarketing

1 Implement a Service Level Agreement ...


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.


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.


Network monitoring comparison - Legend

1 ; IP SLAs Reports : Support of Cisco's Service Assurance Agent|IP Service

Level Agreement mechanism.


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.


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.


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.


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.


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.


Stochastic - Manufacturing

1 This same approach is used in the service industry where parameters

are replaced by processes related to service level agreements.


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.


Next Generation Networking - Implementations




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.


Infrastructure optimization - Levels of Optimization

1 Service management is implemented for all critical services with service level agreements and operational

reviews


Service request management - Service catalog composition

1 * Service level agreement (SLA) data and information that helps service providers set expectations for their

service requestors


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


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.


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.


Dedicated server - Bandwidth pooling

1 Many dedicated server providers include a service level agreement

based on computer network|network up-time


For More Information, Visit:

• https://store.theartofservice.com/the-service-level-agreement-toolkit.html

The Art of Servicehttps://store.theartofservice.com






Documents

Service Level Agreement