MakingcloudSLAsreadilyusableintheEUprivatesector

C-SIGWGonCloudStandards18January2017|Brussels,Belgium

SLA-Ready’smainoutputs

EducatingandempoweringcustomersandprovidersACommonReferenceModelforSLAsSLAMarketplace

23Real-worldusecasesOnlineSLAtoolforcloudcustomersSLARepository&Self-assessmentquestionnaireforCSPs

OutreachworkshopstoEUSMEsContributionstostandardisationincloudSLAs.

1/1/2015– 31/12/2016Partners:

C-SIGWGonCloudStandards|18January2017|Brussels

3

23UseCases

CommonReferenceModelRequirementsCloudSLOs&SLAs

SME3Experienced

SME1Novice

SMEMARKETTOSLA(RELATED)REQUIREMENTS&STANDARDS,ANDVICEVERSAISO19086-1/-4,CCSCSLA,C-SIGSLA,ECSMART,ETSITR103125,SLALOM

CommonReferenceModelCloudSLOs&SLAs

SME2Basic

Knowledge

SME4Novice

SME5Basic

Knowledge

SME6Experienced

ECCloudSLAStandardisationGuidelines,Technical,Economic,Sociological,Legalandgovernanceaspects;&CloudSLA/SLOrelatedInternationalStandards

UseCaseRecognition

UCA UCB UCC UCD UCE UCF

SMEs

ARTHUR’SLEGALLAYEREDMETHODOLOGY

LayeredmethodologyCR

MValidation

CRMDefinition

CRMisareferencespecificationforbuildingCloudSLAsandhelpstowardsacommonunderstandingofSLAsforcloudservices

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SLA-ReadyCRMhierarchy:elements

General

Freshness

ReadabilitySupportCredits

Changes

Reporting

SLO&Metrics

4

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

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ACommonReferenceModeltodescribe,promoteandsupporttheuptakeofSLAs:www.sla-ready.eu/reports

Servicestoeducate&empowerSMEs

5

SLAMarketplace23Usecases• Coveringrangeofcloudusers,businesses&

stagesofcloudservicelifecycle• BasisforBusinessGuide&recommendationsSLA-Aid– Onlinetool• 30Questions coverCommonReferenceModel

elements• Recommendationsreflectgoodpracticesfor

eachelementSLARepository• Self-assessmentq’aire basedonCRM• CSPresultspublishedonlineSMEWorkshops• Addressinganeedforface-to-faceinteraction

anddeeperdiscussiononprioritieswww.sla-ready.eu/marketplace

ApplyingtheSLACommonReferenceModeltosupportservicesC-SIGWGonCloudStandards|18January2017|Brussels

RecommendationsfortheEUDSMstrategySLAsneedtobetrustedsourcesofinformation:TheCRMshouldbeusedasafirststeptowardsthis.KnowledgeiskeyforSMEs:MoreSMEworkshopsandcomprehensiblelegaladviceforSMEstoovercomelegalesebarrierswhensigningcloudcontracts.AtransparentSLAcanbeauniquesellingpointforCSPs:Transparencycanleadtocompetitionandcloudadoption.ContributionsandsupporttoISO/IEC190861-4areakeyelementincreatingacultureoftrustandtransparencyincloudSLAsandprocurementofcloudservices.Elementswhichempowertransitiontocloudshouldbecovered:EssentialCRMelementssuchasfindability,update/validity,period,languages generallynotcoveredinstandards.CommunitycloudsfacethesamechallengesasSMEs:Pre-commercialprocurementofcloudserviceshasandcanbenefitfromtheCRM.AutomatedandmachinereadableSLAsneededforemergingservicesofIOT.AwaytoautomateandacceleratetheenforcementandcheckingofSLAs.Challengeingettingthemsemanticallyright.Technicalandnon-technicalexperts(incl.verticalindustries)arerequiredtodefinequalitativeaspects(e.g.termination).

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ISO/IEC19086-1/-4:CloudSLAs

ProvidesterminologyandcomponentsofSLAsforcloudservices(includingsecurityandprivacy)SpecifiesamodelfordescribingcloudSLAmetricsPresentsthecore/conformancerequirementsassociatedprovidedSLAcomponentsFacilitatescommonunderstandingbetweentheCloudServiceProvidersandtheCloudServiceCustomers

7C-SIGWGonCloudStandards|18January2017|Brussels

UpdatesfrompreviousISO/IECSC38:19086-1:MovingtoDISbeforetheendoftheyear(nocontributions)19086-2:AllcontributionstoWD(metricssamples,feedbackonconceptualmodel)acceptedandpublishedinnewCDversion.19086-3:ContributionstoDISsubmitted(ballotingin1/2017)19086-4:ExtensivechangestocurrentCDversion,newCDversionwillbeissuedafterthefinalizationofSLA-Ready

Duringthelifetimeoftheproject,totalof48contributionsweresubmittedtoISO.

8C-SIGWGonCloudStandards|18January2017|Brussels

ISO/IEC19086-1/-4:CloudSLAs

Thankyou!

@SLAReady www.sla-ready.eu

C-SIGWGonCloudStandards|18January2017|Brussels

SLA-ReadyCRM:ElementsandcomponentsoftheSLO&Metricsgroup

1/18/17 SLA-ReadyGM- Darmstadt 10CourtesyofTUDA&Arthur’sLegal