Security – All security measures taken by the service provider are defined. This is usually the development and consensus on antipoaching, computer security and confidentiality agreements. This section defines the parties to the agreement. For example, an IT service provider and an IT client. The result of defined LRSs are service level objectives, that is, what must be achieved to complete the LRT. Here we enter into a more detailed description of the service. Describing a service with all its settings seems difficult, and it is. As a result, many other processes need to be completed before the SLR document can be completed. It also means business processes (p.B. incident management or problem management). Another good idea is to set service level targets that are as measurable as possible.

This will avoid future misunderstandings. The next section that should be addressed is objectives and objectives. The purpose of the agreement, including the ability to reach mutual agreement, is outlined here. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? A credit is a provision that can be included in the ALS that allows providers to recover service level credits if they work for a certain period above or above the standard service level.

Earn Backs are a response to the standardization and popularity of service level credits. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. Perhaps most of a service level contract comes next and is called a service agreement, which contains many key components for which the service provider assumes responsibility. The themes covered in this section are: The main point is the construction of a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between providers and consumers of services. For example, the EU-funded Framework SLA@SOI 7 research project[12]explores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud[13], has delivered results in terms of content-based ALS.

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