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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)
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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!
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ServicePlanning&Delivery
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AdvancedtraininginserviceplanninganddeliveryaccordingtoFitSM
Version2.5
ThisworkhasbeenfundedbytheEuropeanCommission.Itislicensedundera CreativeCommonsAttribution4.0
InternationalLicense.
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ServiceLevelManagement(SLM)
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Objective
Tomaintainaservicecatalogue,andtodefine,agreeandmonitorservicelevelswithcustomersbyestablishingmeaningfulservicelevelagreements(SLAs)andsupportiveoperationallevelagreements(OLAs)andunderpinningagreements(UAs)withsuppliers
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SLM:Importantterms&concepts
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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
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SLM:Importantterms&concepts
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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.
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SLM:RequirementsaccordingtoFitSM-1
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PR2ServiceLevelManagement(SLM)REQUIREMENTS• PR2.1Aservicecatalogueshallbemaintained.
• PR2.2Forallservicesdeliveredtocustomers,SLAsshallbeinplace.
• PR2.3SLAsshallbereviewedatplannedintervals.
• PR2.4ServiceperformanceshallbeevaluatedagainstservicetargetsdefinedinSLAs.
• PR2.5Forsupportingservicesorservicecomponentsprovidedbyfederationmembersor
groupsbelongingtothesameorganisationastheserviceproviderorexternalsuppliers,OLAs
andUAsshallbeagreed.
• PR2.6OLAsandUAsshallbereviewedatplannedintervals.
• PR2.7Performanceofservicecomponentsshallbeevaluatedagainstoperationaltargets
definedinOLAsandUAs.
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SLM:Importantterms&concepts
• TypicalcontentsinanSLA(includedorreferenced):– Servicedescription– Servicehoursandexceptions– Servicecomponentsanddependencies– Support(incidenthandlingandfulfilmentofservicerequests)– Serviceleveltargets– Limitationsandconstraints– Communication,reportingandescalation(generalcommunication,
regularreporting,SLAviolations,escalationsandcomplaints)– Informationsecurityanddataprotection– Additionalresponsibilitiesoftheserviceprovider– Customerresponsibilities– Review– Glossaryofterms
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SLM:Typesofserviceagreementsandtheirrelationships
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Internalgroupsorfederationmembers
Operationallevelagreements(OLAs)
ServiceA
Servicecomponents
Servicelevelagreements(SLAs)
Customer
Suppliers
Underpinningagreements(UAs)
ServiceB ServiceC
ITserviceprovider
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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
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SLM:Inputs&outputs
Inputs
Definedserviceportfolio
Generalandspecificcustomerrequirements
Outputs
Up-to-dateservicecatalogue
Default/corporatelevelSLA
IndividualSLAswithcustomers
SupportingOLAsandUAs
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SLM:Ongoingprocessactivities
• Maintaintheservicecatalogue– Addaservicetoservicecatalogue
– Updateaserviceintheservicecatalogue
– Removeaservicefromservicecatalogue
• ManageSLAs– NegotiateandsignanewSLA
– EvaluateandreportonSLAfulfilment
– NotifycustomerofanSLAviolation
– UpdateorresignanSLA
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SLM:Activities
• ManageOLAsandUAs– NegotiateandsignanOLA/UA
– EvaluateandreportonOLA/UAfulfilment
– Notifysupportingparty/federationmemberorsupplierofanOLA/UAviolation
– UpdateorresignanOLA/UA
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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
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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
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SLM:Criticalsuccessfactors&KPIs
Criticalsuccessfactors Keyperformanceindicators(KPIs)
Acompleteand consistentservicecatalogueismadeavailabletocustomers
• Percentageofservicesnotcoveredbytheservicecatalogue
Every serviceprovidedtooneormorecustomersissubjecttooneormoreSLAs
• NumberofSLAs• FrequencyofSLAreviewsorupdates
Forcriticalsupportingservicecomponents,OLAsand/orUAsareinplace
• NumberofOLAsandUAs• FrequencyofOLAandUAreviewsor
updates
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