Getting to grips with a Service Level Agreement and …sla-ready.eu/sites/default/files/ferguson_sla-ready...Making SLAs readily usable in the EU private sector Contribute to creating

Getting to grips with a Service Level Agreement and how SLA-Ready can help

Nicholas FergusonTrust-IT Services & SLA-Ready

SLA-ReadyWorkshop|Cluj-IT03November2016|Cluj-Napoca,Romania

Cloud as an enabler of IoT, BigData and innovation

SLA-ReadyWorkshop@ClujIT 2016,03November2016

Thetimestheyareachangin’

Source:BlueSkiesAhead?TheStateofCloudAdoption,IntelSecurity2016;CyberSecurityBreaches Survey,UKGov 2016Romaniastillnotoncloudnumbernine,BusinessReview,28May2015

Newopportunitiesneedachangeofmind-set

SLA-ReadyWorkshop@ClujIT 2016,03November2016

20%Growth incloud

adoption

16months tomovetothe

cloud

2017Alllarge

companiesusingthecloud

100%digitalgoods&onlineservices

verticals

49%UKcompaniesusethecloud

03/11/16 4

CanyoutrusttheSLA?

ContractsandServiceLevelAgreements(SLAs)arekeycomponentsdefiningcloudservices,but…..SLAsaretheleastunderstoodcloudattributes

Complexlanguageandtermsofservice(technicalandlegal)

Lackofwidelyacceptedstandardframeworks,vocabulariesUncertaintiesastowhatisregulated,whoisresponsibleandwhichlawsactuallyapply

11/3/16Courtesy of RubenTrapero,Technical University of Darmstadt &SLA-Ready

5SLA-ReadyWorkshop@ClujIT 2016,03November2016

Diminishedtrustincloudservicesanduptakelimited

“You won’t need anITguy.You’ll need aSLAexpert!”Raj Samani - CTOat INTELSecurity@SecureCloud2016Dublin Ireland

WhatisSLA-Ready?MakingSLAsreadilyusableintheEUprivatesector

Contributetocreatinggreatertransparency&trustincloudSLAsProvideaSLACommonReferenceModelEducateandempower(prospective)cloudcustomersEncourageacultureoftrust&transparencyamongstprovidersContributetostandardisationincloudSLAs.

1/1/2015– 31/12/2016Partners

SLA-ReadyWorkshop@ClujIT 2016,03November2016

TheSLACommonReferenceModelStateofPractice:Industrypractices,Casestudies,EUResearchStandards:ISO19086,ECC-SIG…Userrequirements:Technical,Security,Legal&governance,Socio-economic30essentialelementsofanSLAwereidentifiedanddividedinto8groups

8

Whatlaw?

Myresponsibilities?

Updates?

Howlong?

Performancemetrics?

Creditormoneyback?

WhocanIcall?

Unilateralchange?

Howmuch?

Security?Measuredservice?

Dataprotection?

Thefoundationforsupporttocustomersandproviders

www.sla-ready.eu/common-reference-model

SLA-ReadyWorkshop@ClujIT 2016,03November2016

CommonReferenceModelhierarchy:elements

General

Freshness

ReadabilitySupportCredits

Changes

Reporting

SLO&Metrics

11/3/16 9

SLAURL Findable Choice ofLaw Rolesandresponsibilities

CloudSLADefinitions

Revisiondate

UpdateFrequency

Previousversionsandrevisions

SLADuration

SLALanguage Machine-readableformat NumberofpagesContactsupport ContactavailabilityServiceCredit Servicecredit assignment Max. Servicecredits

providedSLA changenotifications UnilateralchangeServicelevelsreporting

Servicelevelcontinuousreporting

Feasibility ofspecialsandcustomizations

Generalcarve-outs

Groups(8) CRMElements(30)

SpecifiedSLOmetrics

GeneralSLOs

Performance Reliability DataMgmnt.

Security PDP

Courtesy of RubenTrapero,Technical University of Darmstadt &SLA-ReadySLA-ReadyWorkshop@ClujIT 2016,03November2016

Servicestoeducate&empower

Over20UseCases

10

OnlineTool:SLA-AID

SLACommonReferenceModel

SLA-ReadyWorkshop@ClujIT 2016,03November2016ApplyingtheCommonReferenceModeltosupportservices

Bestpracticesbasedonusecases

11

Usecasesmapped&soontobesearchableby:•Usertype•Usermaturity•Cloudlifecyclephase•Cloudusagehttp://www.sla-ready.eu/sla-ready-new-use-cases

HelpingcustomersseewhatothersaredoingSLA-ReadyWorkshop@ClujIT 2016,03November2016

SLA-AIDIdentifyYOURpriorities

12

30QuestionstonavigateyourwaythroughcloudSLAs

• QuestionscoverCommonReferenceModelelements

• Youdecideonimportanceforeachelementforyou

• Recommendationsreflectgoodpracticeforeachelement

• Recommendationsorderedbypriorityforend-user

• Customiseddownloadablereportavailable

http://sla-aid.sla-ready.eu/

Leadingcustomersinastep-wiseapproachtocomparingSLAs

SLA-ReadyWorkshop@ClujIT 2016,03November2016

SupportingCloudServiceProvidersprovidetransparentandtrustedSLAs

SLASelf-assessmentserviceCSPSLAquestionnairebasedonReferenceModelRepositoryofassessedSLAsSLA-ReadinessIndexranksSLAontransparencySustainedbeyondSLA-ReadythroughtheCSAStarWatch

13

EncouragingacultureoftransparentandtrustedcloudSLAs

SLA-ReadyWorkshop@ClujIT 2016,03November2016

SMEworkshopsforcustomers&providers

PromotingSLA-Readytools&servicestoEuropeanICTClustersandNationalTradeAssociations

14SLA-ReadyWorkshop@ClujIT 2016,03November2016

Today’sAgendaTime Session

09:30– 09:40 Intro&WelcomefromClujIT – AndreiKelemen,ClujIT

09:40– 09:55 AreyouSLA-Ready? – NicholasFerguson,Trust-ITServices

09:55– 10:15 Strategic&pragmaticapproachonCloudServicesandSLAEssentials- Janneke Breeuwsma,Arthur’sLegal

10:15-10:45 Paneldiscussion:Headinthecloud,bootsontheground

10:45– 11:15 CoffeeBreak

11:15– 11:45 MainCloudObjectivesandSLAEssentials- Janneke Breeuwsma,Arthur’sLegal

11:45– 12:15 Break-outsession:It’sUptoYou!

12:15- 12:30 Feedbackandquestions

12:30– 13:00 FinalPanelDiscussion

03/11/16 15SLA-ReadyWorkshop@ClujIT 2016,03November2016

Thankyou!NicholasFerguson,Trust-ITServices

[email protected]

@SLAReady www.sla-ready.eu

SLA-ReadyWorkshop@ClujIT 2016,03November2016