SLA/SLS in service creation

SLA/SLS in service creationSLA/SLS in service creation

G. CorteseG. CorteseCADENUS ProjectCADENUS Project

25.01.0125.01.01

Agenda

SLA in CADENUS overview SLA/ Service Model Techniques to achieve SLA-based

service creation

SLA in CADENUS Goal is Automation of SLA Management

• contract negotiation

• service provisioning/ activation

• monitoring

• integrated with resource management

Service always have a SLA• Service + SLA = service agreements

SLA/ SLS management vs. Provider’s Business Processes• TMF work

• understand impact of dynamic service creation on current SP business processes

End-User Services

IP Transport services with QoS, security features

Value-Added services offered on top of an IP Network (VoiceIP, multimedia …)

The end-user in CADENUS can be:• a residential customer

• a corporate customer

• another provider (using services provided by the first provider)

Insurance Policy Mode• Measure performance/availability

• Give credits on SLA violation Provisioning Mode

• Insurance Policy but customers are not equal.

• Put classification/rate control/QoS devices Adaptation Mode

• Provisioning Mode plus

• Take action on possible SLA violation

• Allocate or take resources for customers

Levels of SLA support

Integrated Mode• SLA drives automated service fulfillment and service

assurance processes

Quote from Verma/ Wjinen presentation (Policy 99)

SLA Life-Cycle

Service Development Negotiation and Sales Implementation Operation and Assessment

SLA ‘Facets’

Network vs Application Service Dynamic Single User Instance vs Aggregated Call establishment vs. information transfer Technical Non Technical

• e.g. Average Call Response Time, MTPR, MTPS ...

Business Scenarios Automated Service Management in the SP

Domain• design - subscription - activation - monitoring

• Example: VPN data + ‘corporate voip’ Service Management in the Customer Domain

• self-service provisioning

• policies on resources purchased by SP

• monitor purchased SLA Inter-provider negotiation of transport services Service ‘Retailer’

Service Creation - Converging Views (1)

Allow rapid introduction of new ‘products’ and new technologies

2 views for same goal• ‘automated’ service creation

in the Operational Support System (OSS) – ‘Time & Costs for introducing a New Service Offering is Time & Costs for introducing a New Service Offering is

mainly affected by the impacts on OSSs’mainly affected by the impacts on OSSs’

• dynamic service creation in the network

to be integrated !

Service Creation - Converging views (2)

commonalities• service composition approach

• SLA-aware

• infrastructure support (events, workflow/ scripting facilities, data repositories …)

differences• scalability goals

• performance goals

• technical approach

OSS View: Requirements for service creation flexible service modeling environment

• data structures

• processes support service composition (‘bundles’,

commercial offers) manage a variety of service activation interfaces

• telnet, SNMP, Policy, Dynamic Service Creation process logic separated -> workflow

• both automatic and manual activities

OSS View - Service Composition

WebE-Transactions

MailHigh Speed Mobile AccessATM

IP

DistributedWorkgroups

Call Center

Outsourcing Management

CustomizedProblem Handling

SLA on Network

SLA on OperationalProcessesSLA on

Applications

Flat

ApplicationsCommunications Technology

Operations

Tariff Plans

SLA

Traffic

xDSL

OSS View - OSS and Process Integration Maturity Model

2. Maintain 2. Maintain Service Service Config. Config. InventoryInventory

3. Take 3. Take Control of Control of Manual Manual ActivitiesActivities

4. Integrate 4. Integrate Horizontal Horizontal Processes and Processes and Automate TasksAutomate Tasks

5. 5. Automate Automate Service Service ActivationActivation

1. Maintain 1. Maintain Resource & Resource & Asset Asset InventoryInventory

Serv

ice

Crea

tion

Serv

ice

Crea

tion

Network View - Dynamic Service Creation Phase 5+ ..

•Have network boxes actively supporting service activation

See michael’s presentation

Agenda

SLA in CADENUS overview SLA/ Service Model Techniques to achieve SLA-based

service creation

Purpose of SLA/SLS modelling

Define a flexible information model• Support implementation of tools to automate

SLA management processes • Allow design of

new services new commercial offers

• Allow mapping to different service architecture/ technology

To be shared across all CADENUS components

Identify areas for standardization

Customer

Network

Gene r a l i t y

-

+

Layered Models Business Model (SLA, Service Offer)

• Related to SP Business Processes (e.g. Service Planning and Service Configuration)

• Includes end-customer view

• Cross-technology (e.g. both ATM PVC and VoIP) Service Model

• Both ‘customer-perceived’ services and ‘supporting’ services

• Independent of underlying service architecture/ technology (DiffServ, MPLS,...)

Resource Model• Resources (network/ application) supporting the

service and their configuration

Model - Summary

SLA Contract

Service Offer Quality

Service Offer * Service

1

0..1

* *

*Service Level Objective0..1

SLA Template

*instance

1QualityDescription

1

Operational Service

0..1

1

Connectivity Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService

CIM_ConditioningService

0..1

*QoSSubService

0..1

*

QoSConditioningSubService

CIM_ForwardingService

CIM_ServiceServiceService

Dependency*

*

ServiceComponent

**

*ServiceAccessBySAP

SAPSAPDependency

ServiceSAPDependency*

**CIM_SAP

**

0..1*

CIM_MetricDefinition

QualityDescription

*

*

Metric

Client Service

Service Component

CIM_PolicyRule*

*

QoSPolicyRule

Application Service

1Service Template*instance1

*

Value-added Service Infrastructural Service

SLA / Service Model

Resource Model

SLSSLS

SLSSLS

SLA Management Lifecycle - 1

Product/Service Development•Defines Service Templates and related

SLA Templates Negotiation and Sales

•Uses Service Template and SLA Template as input

•Delivers an instantiated SLA Contract, including a Service Offer and the related Service Offer Quality

Service Template

Describes the Service Offering (i.e. SP’s Catalog of Services) by means of Service Types

After sales process is instantiated into a Service Offer for a specific Customer (e.g. describing Customer Site, POP and CPE)

*

*

*

*

*

*

*

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

SLA Template

Groups together a set of Parameters and Metrics

Related to a specific Service Template May be used during Customer

negotiation to define their required level of service quality

E.g. Customer can choose between different Quality Levels (e.g. gold, silver, bronze) for the same type of Service, or can decide single Parameter values (e.g. Round-trip delay<90 ms)

SLA/Service Templates describe allowed combinations of ‘options’ for a specific SLA_Contract

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

SLA Contract

Contract between Customer and Provider - Business nature

SLA includes• Description of the Service Offer• Quality Objectives for the Service

Offer• Reports• Remedies• Credits• Charges • Escape clauses• ...

*

*

*

*

*

*

*

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Service Offer

Service instances package provided by the SP to the Customer

Contains a bundle of (1..N) ServiceComponents visible to the Customer

QualityDescription relates the Service Offer to requested Service Offer Quality

Examples: IP VPN, Corporate VoIP, VOD, Full Business Company

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service


Overall level of Quality agreed in the SLA Contract for the subscribed Service Offer

Groups together the Service Quality Objectives set for each Service Component (both high-level and low-level services) visible within the SLA Contract

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Service Offer Quality - Example

Full Business Company• Service Bundle Quality Objectives

(e.g. MTTR, Mean Service Availability)

• Application Hosting Service Quality Objectives (e.g. Application Availability, Application Response Time, Intrusion Detection Time)

• IP Access to ASP Service Quality Objectives (e.g. Packet Delay, Packet Loss, Connection Availability)

**SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service


Implementation•Uses the Service Offer and the related

Service Offer Quality for unbundling purposes

•Generates all the Service instances for both Client and ‘internal’ services and their related SAPs

•Generates all the Service Level Objective instances for the Service instances with required QoS


Implementation•Generation of Policies / Configurations

for network / application resources supporting service (CIM_Policy, classes in Resource Model)

Operation & Assessment•metrics

not shown in model

Service

Building block of SLA Model Containment hierarchy allows to bundle

low-level services into high-level ones Client Services are the subset of

Services included within the SLA Contract (perceived by the Customer)

Dependency models constraints among Services

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Service - Examples

Simple Services• ATM/FR PVC• IP Connection

VW PDB• Mail Service

Composite Services• “Classic VPN”• IP VPN• VOD• VoIP• Web Hosting

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Connectivity Services

Services provided only by means of the Network

Network Services for delivering• data• voice• multimedia

... over multiple NW technologies Examples:

• end-to-end connection-oriented NW Services (e.g. FR/ATM PVCs)

• IP services (e.g. VW PDB)• combinations (e.g. LAN Emulation and

IP Over ATM)

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Operational Services

May be offered explicitly as extra-services

QoP parameters (i.e. MTTR) are typically included within SLAs

Are out-of-scope in this analysis Examples:

• 7x24 Help Desk support• Management outsourcing

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Application Services

Value-added Services (e.g. Content and ASP) and Infrastructural Application Services (e.g. DNS, Firewall)

Value-added Services are built on top of NW-bearer Services (Dependency)

Both are integral part of the managed services (i.e. should be provisioned and monitored)

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Service Level Objectives

Contains metrics in support of the SLA

Related to a specific Service Component

Individual Service Quality Objectives described in terms of• metric and thresholds• tolerances• actions ? CIM Core Policy Model:

“... the objectives and metrics (Service Level Objectives, or SLOs), that are used to specify services that the network will provide for a given client. The SLA will usually be written in high-level business terminology. SLOs address more specific metrics in support of the SLA.”

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Service Level Objectives - Low-level Service Examples

ATM PVC SLO• CLR Forward and Backward• Throughput (i.e. Egress/Ingress cell within

PCR)• PVC Availability

IP E2E Connection SLO• Oneway (FW) Delay• Jitter• Packet Loss Ratio

Web Server Hosting SLO• Throughput (e.g. Num. of pages x Sec.)• Web Server Availability

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

SLO vs. SLS Similar Definitions ...

• SLO (“CIM Policy Model”) - “... the objectives and metrics (Service Level Objectives, or SLOs), that are used to specify services that the network will provide for a given client. The SLA will usually be written in high-level business terminology. SLOs address more specific metrics in support of the SLA.”

• SLS (“TEQUILA Draft”) - “A Service Level Specification (SLS) is a set of parameters and their values which together define the service offered to a traffic stream by a DS domain.”

For Diffserv SLO = SLS CADENUS model and tools allow/ require

specialization• tequila SLS is a specialization of Connectivity

Service and related SLO for IP Diffserv

SAP Logical or physical element located on

the interface between Customer and Service Provider domains

SAP related to a Client Service represents the point at which the Service is delivered

Used to model dependencies between Services spanning multiple SP’s domains

Examples:• CPE or Edge UNI • Interdomain gateway NNI• Ingress/Egress Interface

**

SLA Contract


Service Offer*

Service

1

0..1

*

*


SLA Template

*instance

1

QualityDescription

1

Operational Service

0..1

1

NW-bearer Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService


0..1

*

QoSSubService

0..1

*




Dependency

*

*

ServiceComponent

*

*

*ServiceAccessBySAP

SAPSAP

Dependency


*

*CIM_SAP**

0..1

*


QualityDescription

*

*

Metric

ClientService

ServiceComponent

CIM_PolicyRule*

*

QoSPolicyRule

1Service Template

*

instance1

*


Application Service

Model - Comments (1)

A ‘core’ model to be extended for each new service and technology mapping introduced• Extensibility through combination of metadata

(Service Template, SLA Templates) and subclassing

A Conceptual Model• Needs mapping rules to a development model

(e.g. XML, directory services, SQL)

Model - Comments (2) Some freedom to SP using it to model its service

catalog• Set of Services are not predefined

some ‘examples’ will be defined (vpn, virtual leased line, ..) Tequila SLS

• Services are composed into higher-level services and/ or commercial offers

Mapping Rules (not shown in model) create the link from Service to its implementation• device configuration

policies configuration scripts for dynamic svc creation

• workflow

• ...

Agenda

SLA in CADENUS overview SLA/ Service Model SLA management - Areas of work

CADENUS Architecture

AccessMediator

ResourceMediator

AccessNetworkProvider

AccessNetworkProvider Backbone Network

ProviderBackbone Network

Provider

NextNetworkProvider

NextNetworkProvider

ResourceMediator

ServiceMediator

ServicesServicesServicesSLA

1

3

2

ServiceMediator

ServicesServicesServices

Architecture (SM) + mapping of Model

SA Engine

SA Adaptation Framework

WorkflowServices

Policy Inventory

SLA/Service Templates

SA Planner

SLA/Service Instance

SA Plan TemplatesResourceMediator

Adapter Adapter

AccessMediator

SLA/Service Inventory

AAA

SLAM Planner

SLAM Plan Templates

SLAM Engine

SLAM CollectorAdaptation FrameworkAdapter Adapter

SLAM Reporter

Resource Inventory

Service DesignEnvironment

Areas of technical work related to SLA management in CADENUS Access Mediator

• negotiation of service/ SLA

• ‘retailer’ interface

• standard data structure for SLA Service Design Environment

• see next slides SLA fulfillment

• see next slides SLA Assurance

• Semi-automated translation of SLA to ‘plan’ for SLA monitoring

• Integration with Resource Mediator for SLA goals maintenance

SLA Fulfillment Semi-automated translation of SLA to network

configuration ‘rules’ Verify correctness of network configuration with

respect to SLA objectives Network-based mechanism for service activation Workflow/ Intelligent Agent architecture to

coordinate plan execution Integration with Resource Mediator for SLA goals

maintenance

Service Design Environment Sw engineering techniques/ process to

• allow non-technical people to design new services/ SLA template

• ease the translation of a new service template into a WEB application (part of access mediator)

• allow (technical) people to define mapping rules to policy/ service creation/ SLA monitoring ‘scripts’

Metadata for describing service/ SLA parameters and relationships• Full automation feasible ?

• Some Prototyping JSP, Javascript for GUI Mapping to internal unique format for service/ SLA via XSLT

Relationship to other works

TMF• SLA Mgmt Handbook

DMTF CIM/DEN• Network/ BGP Model

Tequila SLS IETF/ CIM Policy

Sodalia S.p.A. - Via V. Zambra 1, 38100 Trento - ITALYTel: +39 0461316111 - Fax: +390461316546 - Internet: www.sodalia.com

Date post:	18-Mar-2016
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SLA/SLS in service creation

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