IT  Service  Level  Agreement  (IT  SLA)

Presented  by:  Piseth  Long

To  maintain  the  service  for  the  company

First  Thing  First

Why  do  a  company  need  a  Network  Operator?

“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.

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.

Value  of  Service: Price,  Warranty  &  Utility

UtilityUtilityWarranty – availability  of  the  service,  e.g.  service  uptime,  latency,  etc.

Utility – features  of  service,  e.g.  bandwidth  (dedicated,  shared),  etc.

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.

Define  a  Service  Level  Agreement  (SLA)

How  to  measure  the  service?

“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.

§ 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?

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%??

Maintaining  the  SLA

Internal

SLA

External

ControlsInternal  Factors:§ High  Availability  – reduce  Single  Point  of  Failure

External  Factors:§ Powers  -­‐ UPS  &  GenSet§ Connectivity  Provider

Controls:§ Monitor  &  Alert§ Maintenance  &  Testing§ Recovery  Plan§ Review

Thank  You.