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WORKSHOP SLA SPECIFICATION. BY ETIENNE WERY Lawyer at the Paris & Brussels Bar, Partner ULYS IT OUTSOURCING SUMMIT 27/11/2003. OVERVIEW OF WORKSHOP. General theory about the SLA Duration 1/2hour SLA workshop Duration 1hour Workshop discussion and correction Duration 1/2hour Questions - PowerPoint PPT Presentation
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WORKSHOP SLA SPECIFICATION
BY
ETIENNE WERYLawyer at the Paris & Brussels Bar, Partner
ULYSIT OUTSOURCING SUMMIT 27/11/2003
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
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
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
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
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?
PURPOSES OF USING AN SLA
Identifies and defines customer’s 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”
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
An ASP is a company that delivers and manages applications and computer services to subscribers/clients via the Internet or a private network
DEFINITION OF AN ASP
Classicaloutsourcing
ASP
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
Customer
ASPISV
VAR
IAP SI
BO P
….
ASP CHAIN
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
Customer
ASPISV
VAR
IAP SI
BO P
….
ZONE OF INFLUENCE OF SLA
Zone of influence of SLA
NETWORK SLA
HOSTING SLA
APPLICATION SLA
SUPPORT SERVICE SLA
SLA DOMAINS
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
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
ASPIC BEST PRACTICES (I/III)
Infrastructure Data Center Server Load balancing Clustering Geographic Redundancy
Connectivity Network architecture Scalability Connectivity Options
Security Authentication Access Control Integrity Confidentiality Non-repudiation Security of Hardware Security of Software
ASPIC BEST PRACTICES (II/III)
Application Application management Intellectual Rights Property Databases Pricing Application Preparation Sharing of liabilities Sharing of tasks Maintenance of the Application
Maintenance Maintenance of the application Maintenance of the system Maintenance of the Network Reports Help-Desk
ASPIC BEST PRACTICES (III/III)
Implementation Choice of application Preparation of the Platform Installation Configuration and Customisation Conversion / migration of data Reports Tests Integration Training of the customer
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
Main subjects to cover (I/III)
1. Introduction and purpose
2. Service to be delivereda) Uptimeb) System response timec) Lost datad) Customizatione) Change controlf) Billing responsesg) Report generationh) Other issues
Main subjects to cover (II/III)
3. Performance, tracking and reporting
4. Problem management
5. Fees and expenses
6. Customer duties and responsibilities
7. Warranties and remedies
8. Security
Main subjects to cover (III/III)
9. IPR and confidential information
10. Legal compliance and resolution of disputes
11. Termination
12. Examination of clauses- descriptions
SERVICE LEVELS
Target level
Minimum acceptable level
Unacceptable level
Bonus price
Negotiated price
Price reduction
Contract termination
Service level
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
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
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
WORKSHOP (I/II)
Aim of the workshop
Identify major problems when writing an SLA On service provided On service levels based on the organisation’s specificity Costs
How to handle major issues
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
CLASSIFY MAJOR ISSUES SLA failures
Negotiation problems
Efforts vs. Results
Unclear service specification
Incomplete service specification
Incomplete cost management
“Dead-end” SLA
Exit Management
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
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?
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
SLA SPECIFICATION: CHALLENGES
Scope and Methodology Pre-understanding Service level management & service process
management Knowing the actors and following a structured
approach
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
QUESTIONS
I would be pleased to answer your questions