Getting to grips with a Service Level Agreement and how SLA-Ready can help
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The SLA-Ready workshop held on November 3, 2016, in Cluj-Napoca, Romania, focused on service level agreements (SLAs) and their role in improving transparency and trust in cloud services. It highlighted the need for standardized SLA frameworks, provided tools for customers and providers to better understand SLAs, and presented a common reference model that outlines essential elements of an SLA. Additionally, the workshop aimed to educate participants on best practices and facilitate a culture of trust within the cloud service ecosystem.
Getting to grips with a Service Level Agreement and how SLA-Ready can help
- 1. Getting to grips with a Service Level Agreement and how SLA-Ready can help Nicholas Ferguson Trust-IT Services & SLA-Ready SLA-Ready Workshop | Cluj-IT 03 November 2016 | Cluj-Napoca, Romania
- 2. Cloud as an enabler of IoT, BigData and innovation SLA-Ready Workshop @ ClujIT 2016, 03 November 2016
- 3. The times they are a changin’ Source: Blue Skies Ahead? The State of Cloud Adoption, Intel Security 2016; Cyber Security Breaches Survey, UK Gov 2016 Romania still not on cloud number nine, Business Review, 28 May 2015 New opportunities need a change of mind-set SLA-Ready Workshop @ ClujIT 2016, 03 November 2016 20% Growth in cloud adoption 16 months to move to the cloud 2017 All large companies using the cloud 100% digital goods & online services verticals 49% UK companies use the cloud
- 4. 03/11/16 4
- 5. Can you trust the SLA? Contracts and Service Level Agreements (SLAs) are key components defining cloud services, but….. SLAs are the least understood cloud attributes Complex language and terms of service (technical and legal) Lack of widely accepted standard frameworks, vocabularies Uncertainties as to what is regulated, who is responsible and which laws actually apply 11/3/16 Courtesy of Ruben Trapero, Technical University of Darmstadt & SLA-Ready 5 SLA-Ready Workshop @ ClujIT 2016, 03 November 2016 Diminished trust in cloud services and uptake limited
- 6. “You won’t need an IT guy. You’ll need a SLA expert!” Raj Samani - CTO at INTEL Security @SecureCloud2016 Dublin Ireland
- 9. Common Reference Model hierarchy: elements General Freshness Readability Support Credits Changes Reporting SLO & Metrics 11/3/16 9 SLA URL Findable Choice of Law Roles and responsibilities Cloud SLA Definitions Revision date Update Frequency Previous versions and revisions SLA Duration SLA Language Machine-readable format Number of pages Contact support Contact availability Service Credit Service credit assignment Max. Service credits provided SLA change notifications Unilateral change Service levels reporting Service level continuous reporting Feasibility of specials and customizations General carve-outs Groups (8) CRM Elements (30) Specified SLO metrics General SLOs Performance Reliability Data Mgmnt. Security PDP Courtesy of Ruben Trapero, Technical University of Darmstadt & SLA-Ready SLA-Ready Workshop @ ClujIT 2016, 03 November 2016
- 12. SLA-AID Identify YOUR priorities 12 30 Questions to navigate your way through cloud SLAs • Questions cover Common Reference Model elements • You decide on importance for each element for you • Recommendations reflect good practice for each element • Recommendations ordered by priority for end-user • Customised downloadable report available http://sla-aid.sla-ready.eu/ Leading customers in a step-wise approach to comparing SLAs SLA-Ready Workshop @ ClujIT 2016, 03 November 2016
- 15. Today’s Agenda Time Session 09:30 – 09:40 Intro & Welcome from ClujIT – Andrei Kelemen, ClujIT 09:40 – 09:55 Are you SLA-Ready? – Nicholas Ferguson, Trust-IT Services 09:55 – 10:15 Strategic & pragmatic approach on Cloud Services and SLA Essentials - Janneke Breeuwsma, Arthur’s Legal 10:15 -10:45 Panel discussion: Head in the cloud, boots on the ground 10:45 – 11:15 Coffee Break 11:15 – 11:45 Main Cloud Objectives and SLA Essentials - Janneke Breeuwsma, Arthur’s Legal 11:45 – 12:15 Break-out session: It’s Up to You! 12:15 - 12:30 Feedback and questions 12:30 – 13:00 Final Panel Discussion 03/11/16 15SLA-Ready Workshop @ ClujIT 2016, 03 November 2016