| Title: |
Service Level Agreements |
| Author: |
Paul Allen |
| Publication Date: |
20 December 2006 |
| Report Type: |
Journal |
| Report Class: |
Best Practice |
| Abstract: |
Service level agreements (SLAs) are the deliverables that are used to manage expectations between consumers and suppliers of services. However, one of the difficulties with the traditional idea of an SLA is that it is seen very much as an operational agreement concerning the running of an application. It is not very well suited to the challenges of software services. A second difficulty is the complexity and lack of rigor that surrounds the topic. In this report we provide a template for clear definition of SLAs, underpinned by Everware-CBDI’s meta model. A subsequent report will provide pragmatic guidance on how to go about creating SLAs depending on organizational context. |
| Backgrounder: |
SLAs are the deliverables that are used to manage expectations between consumers and suppliers of services. Clearly they are a critical element in the service oriented equation. Without an SLA there is no basis for agreement on whether a service is performing well or not or even if the right service is being delivered. And yet this is all too often the case as evidenced by the number of outsourcing arrangements that go wrong!
This situation is not helped by the fact that unfortunately the topic of SLAs has traditionally been fraught with complexity and inconsistency. There is a need for a streamlined yet rigorous approach that is also consistent with current guidance on IT service support and delivery.
In this article we set out an approach to defining SLAs that is integrated with SOA and service specification and that is designed to cater as easily as possible to the migration of business processes toward composition from services.
While clear definitions are fundamental we are very much aware that a “one size fits all” approach will not do. In particular it is important to understand that SLAs are not always appropriate and to choose the appropriate level for each market context. In a subsequent article we therefore look at how to put these techniques into organizational context with respect to SOA maturity levels and different market contexts. |
| Report Size: |
10 pages |
| Report Access Type: |
 | Silver/Gold (Premium) |
|
| Available for separate purchase |
Single copies of recent CBDI Journals may be purchased |
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