SLA Management Handbook

Volume 4: Enterprise Perspective

This document addresses the enterprise issues in the provision of end-to-end Service Level Agreements (SLAs), and is a collaboration between The Open Group, representing the enterprise, and TeleManagement Forum, addressing the service provider markets. It is being published as the final volume of a 4-volume set. The first 3 volumes are published by TeleManagement Forum, and this document maintains a consistent typographical style with the other volumes in the set. This work was further inspired by survey data gathered on behalf of The Open Group by Sage Research which indicated great interest in SLAs in the enterprise, but a large gap between where enterprises are considering SLAs and where standards bodies, such as the IETF, are currently concentrating their efforts. This work uses the concept of key quality and performance indicators (KQI/KPI) developed by TM Forum's Wireless Services Measurement Handbook (GB 923). The importance of the KQI/KPI concept is that it allows the provider of the service to concentrate on the quality rather than the performance of a service, as in the past. The mapping between the KQI and KPI forms an important part of the SLA negotiation.

Bibliographic Details

Technical Guides

Catalog number G045
ISBN 1931624518
Nov 2004

137 pages.

Availability

Electronic Publication Only (hard copy not available)

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