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
@SLAReady www.sla-ready.eu
SLA-ReadyWorkshop@ClujIT 2016,03November2016
