This document discusses IT service level agreements (SLAs). It begins by explaining why companies need network operators to maintain IT services. Next, it defines what an SLA is, which is an agreement that measures IT service quality against customer expectations. The document then discusses how SLA metrics like uptime are interpreted and why maintaining SLAs is important. Finally, it outlines factors that influence maintaining SLAs both internally, like high availability infrastructure, and externally through connectivity providers, as well as controls like monitoring, maintenance, and recovery planning.

1. IT
Service
Level
Agreement
(IT
SLA)
Presented
by:
Piseth
Long

2. To
maintain
the
service
for
the
company
First
Thing
First
Why
do
a
company
need
a
Network
Operator?

3. “Service
is
a
means
of
delivering
value to
customers…without
the
ownership of
specific
costs and risks.”
-­‐ ITIL
2011
for
IT
Service
Management.
Example: Bank
Service,
Internet
Service,
etc.

4. Value
of
Service: Price,
Warranty
&
Utility
Warranty – availability
of
the
service,
e.g.
service
uptime,
latency,
etc.
Utility
Utility – features
of
service,
e.g.
bandwidth
(dedicated,
shared),
etc.

5. Value
of
Service: Price,
Warranty
&
Utility
UtilityUtility
Warranty – availability
of
the
service,
e.g.
service
uptime,
latency,
etc.
Utility – features
of
service,
e.g.
bandwidth
(dedicated,
shared),
etc.

6. Value
of
Service: Price,
Warranty
&
Utility
UtilityUtility Utility
Warranty – availability
of
the
service,
e.g.
service
uptime,
latency,
etc.
Utility – features
of
service,
e.g.
bandwidth
(dedicated,
shared),
etc.

7. Define
a
Service
Level
Agreement
(SLA)
How
to
measure
the
service?

8. “Service
Level
Agreement
is
a
measurement/agreement between
the
IT Service
quality
and
customer
expectations/requirements.”
-­‐ ITIL
2011
for
IT
Service
Management.
Example: Internet
Service
Provider
(ISP)
provide
services
a
Dedicated
Internet
Access
(DIA)
with
SLA
99.90%
up
time.

9. § Manage
Expectation
– for
both
Business
Users,
and
customers
§ Measurement
of
Critical
Success
Factor
– How
IT
Service
quality
is
measured
§ Improving
service
quality – Varies
depend
on
the
criticality
of
the
service
§ Comply
with
Regulatory
Why
we
need
to
maintain SLA?

10. SLA
99.00%
=
365
days
x
24
hour
x
1.00%
≈
88
hours
of
outage!
How SLA
is
interpreted?
SLA
99.70%
=
365
days
x
24
hour
x
0.30%
≈
26
hours
SLA
99.90%
=
365
days
x
24
hour
x
0.10%
≈
9
hours
SLA
99.99%
=
365
days
x
24
hour
x
0.01%
≈
1
hour
=
99.99966%??

11. Maintaining
the
SLA
Internal
SLA
External
Controls
Internal
Factors:
§ High
Availability
– reduce
Single
Point
of
Failure
External
Factors:
§ Powers
-­‐ UPS
&
GenSet
§ Connectivity
Provider
Controls:
§ Monitor
&
Alert
§ Maintenance
&
Testing
§ Recovery
Plan
§ Review

12. Thank
You.