SLM Exercise 1/2 – NI4OS VMs

SLM Exercise 1/2 – NI4OS VMs

• You are a service provider that has been on-boarded

to the NI4OS pre-production environment.

• You are offering different types of VMs to the EOSC

customers

• A customer can choose a VM flavor using the

following parameters

• OS (Ubuntu LTS, CentOS, FreeBSD, Kali Linux)

• CPU cores (2 – 8)

• RAM size (16 GB – 64 GB)

• Disk size (512 GB – 2 TB)

• Network (private / public / both)

1

SLM Exercise 2/2 – NI4OS VMs service provider

• Define a default SLA for the NI4OS VMs service

provider service!

– What are the main service level parameters?– Which kinds of service “incidents” and service requests may

occur, and how are they addressed by the SLA?

• Identify the need for OLAs for supporting service

components!

2

ServicePlanning&Delivery

1

AdvancedtraininginserviceplanninganddeliveryaccordingtoFitSM

Version2.5

ThisworkhasbeenfundedbytheEuropeanCommission.Itislicensedundera CreativeCommonsAttribution4.0

InternationalLicense.

ServiceLevelManagement(SLM)

75

Objective

Tomaintainaservicecatalogue,andtodefine,agreeandmonitorservicelevelswithcustomersbyestablishingmeaningfulservicelevelagreements(SLAs)andsupportiveoperationallevelagreements(OLAs)andunderpinningagreements(UAs)withsuppliers

SLM:Importantterms&concepts

76

Definitionfollowing FitSM-0:

Servicelevelagreement(SLA):Documentedagreementbetweenacustomer andserviceprovider thatspecifiestheservice tobeprovidedandtheservicetargetsthatdefinehowitwillbeprovided

Definitionfollowing FitSM-0:

Servicecatalogue:User/customer facinglistofallliveservices offeredalongwithrelevantinformationabouttheseservices

Definitionfollowing FitSM-0:

Operationallevelagreement(OLA)Agreementbetweenaserviceprovider orfederationmemberandanotherpartoftheserviceprovider’sorganisation orthefederation toprovideaservicecomponentorsubsidiaryservice neededtoallowprovisionofservices tocustomers

SLM:Importantterms&concepts

77

Definitionfollowing FitSM-0:

Service target:Valuesforparametersormeasuresappliedtoaservice thatarelistedinaservicelevelagreement relatedtoit.

Note:Typicalservicetargetsmightincludeavailabilityorresolutiontimeforincidents,thoughmanyhardandsofttargetscanbeconsidered.

Definitionfollowing FitSM-0:

Underpinningagreement(UA):Documentedagreementbetweenaserviceprovider andanexternalsupplier thatspecifiestheunderpinningservice(s) orservicecomponent(s)tobeprovidedbythesupplier,andtheservicetargets thatdefinehowitwillbeprovided.

Note:AUAcanbeseenasaservicelevelagreement(SLA)withanexternalsupplierwheretheserviceproviderisinthecustomerrole.

SLM:RequirementsaccordingtoFitSM-1

78

PR2ServiceLevelManagement(SLM)REQUIREMENTS• PR2.1Aservicecatalogueshallbemaintained.

• PR2.2Forallservicesdeliveredtocustomers,SLAsshallbeinplace.

• PR2.3SLAsshallbereviewedatplannedintervals.

• PR2.4ServiceperformanceshallbeevaluatedagainstservicetargetsdefinedinSLAs.

• PR2.5Forsupportingservicesorservicecomponentsprovidedbyfederationmembersor

groupsbelongingtothesameorganisationastheserviceproviderorexternalsuppliers,OLAs

andUAsshallbeagreed.

• PR2.6OLAsandUAsshallbereviewedatplannedintervals.

• PR2.7Performanceofservicecomponentsshallbeevaluatedagainstoperationaltargets

definedinOLAsandUAs.

SLM:Importantterms&concepts

• TypicalcontentsinanSLA(includedorreferenced):– Servicedescription– Servicehoursandexceptions– Servicecomponentsanddependencies– Support(incidenthandlingandfulfilmentofservicerequests)– Serviceleveltargets– Limitationsandconstraints– Communication,reportingandescalation(generalcommunication,

regularreporting,SLAviolations,escalationsandcomplaints)– Informationsecurityanddataprotection– Additionalresponsibilitiesoftheserviceprovider– Customerresponsibilities– Review– Glossaryofterms

79

SLM:Typesofserviceagreementsandtheirrelationships

80

Internalgroupsorfederationmembers

Operationallevelagreements(OLAs)

ServiceA

Servicecomponents

Servicelevelagreements(SLAs)

Customer

Suppliers

Underpinningagreements(UAs)

ServiceB ServiceC

ITserviceprovider

SLM:Initialprocesssetup

Initialactivities Typical results

Definethestructure andformatoftheservicecatalogue,andcreateaninitialservicecataloguebasedontheserviceportfolio

Initialservicecatalogue

Defineabasic/defaultSLAvalid forallservicesprovidedtocustomers,wherenospecific/individualSLAsareinplace

Default/corporatelevelSLA

Define templatesforindividualSLAs,OLAsandUAs

SLAtemplate,OLA/UAtemplate

Identifythemost criticalsupportingservicecomponents,andagreeOLAsandUAswiththosecontributingtodeliveringservicestocustomers

InitialOLAsand UAs

AgreeindividualSLAswithcustomersforthemostimportant/criticalservices

InitialSLAs

81

SLM:Inputs&outputs

Inputs

Definedserviceportfolio

Generalandspecificcustomerrequirements

Outputs

Up-to-dateservicecatalogue

Default/corporatelevelSLA

IndividualSLAswithcustomers

SupportingOLAsandUAs

82

SLM:Ongoingprocessactivities

• Maintaintheservicecatalogue– Addaservicetoservicecatalogue

– Updateaserviceintheservicecatalogue

– Removeaservicefromservicecatalogue

• ManageSLAs– NegotiateandsignanewSLA

– EvaluateandreportonSLAfulfilment

– NotifycustomerofanSLAviolation

– UpdateorresignanSLA

83

SLM:Activities

• ManageOLAsandUAs– NegotiateandsignanOLA/UA

– EvaluateandreportonOLA/UAfulfilment

– Notifysupportingparty/federationmemberorsupplierofanOLA/UAviolation

– UpdateorresignanOLA/UA

84

SLM:Roles

Role Tasks Ca.numberofpersonsperformingthisrole

ProcessownerSLM

GenerictasksofaprocessownerappliedinthecontextofSLM

1intotal

ProcessmanagerSLM

Generictasksofaprocessmanager,plus:• Maintaintheservicecatalogue• Manageupdatestotheservicecatalogue• Ensuretheservicecatalogueisalignedwiththe

serviceportfolio• NegotiateSLAswithcustomers• Propose andnegotiateOLAswithinternalgroupsor

federationmembers• Propose andnegotiateUAswithexternalsuppliers• Ensurethat allSLAs,OLAsandUAsaredocumented

inaconsistentmanner• ApproveneworchangedSLAs,OLAsandUAs• EnsureSLAs,OLAsandUAsarealignedtoeach

other

1intotal

85

SLM:Roles

Role Tasks Ca.numberofpersonsperformingthisrole

SLA/OLA/UAowner

• MaintaintheSLA,OLAorUA underhis/herownershipandensureitisspecifiedanddocumentedaccordingtorelevantspecifications

• EvaluatethefulfillmentoftheSLA,OLAorUA• Ensurethatviolationsofthetargetsdefinedin

theSLA,OLAorUAareidentifiedandinvestigatedtopreventfuturerecurrence

• PerformregularreviewsoftheSLA,OLAorUA• Understandneworchangedrequirementsonthe

SLA,OLAorUAunderhis/herownership,andinitiatenecessaryupdatesorotherfollow-upactions

1per SLA,OLAandUA

86

SLM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)

Acompleteand consistentservicecatalogueismadeavailabletocustomers

• Percentageofservicesnotcoveredbytheservicecatalogue

Every serviceprovidedtooneormorecustomersissubjecttooneormoreSLAs

• NumberofSLAs• FrequencyofSLAreviewsorupdates

Forcriticalsupportingservicecomponents,OLAsand/orUAsareinplace

• NumberofOLAsandUAs• FrequencyofOLAandUAreviewsor

updates

87