D.A2a Business SLA Management – M17
The main concept of SLA@SOI project is a systematic grounding of SLAs from the business level down to the physical infrastructure. At the business level, the project entails an automated e-contracting lifecycle that covers the whole interaction between service providers and customers. This starts from the commercial product definition to the negotiation and sales process. Finally, the management of the post-sales relationship including SLA monitoring and customer behaviour analysis is included.
Service providers require the management of service level agreement (SLA) contracts in business terms, e.g. for minimizing financial penalties for service-level violations or maximizing service-level measurement based customer satisfaction metrics. A considerable number of languages (i.e. WSLA, WSAgreement, WS-Policy) have been developed that are used for specifying SLAs between service providers and consumers. These languages are focused on the specification of functional and quality properties of web services. However, they do not provide support for specifying information that would be necessary in a business context. Early initiatives have been launched for developing an information model to represent business concepts such as SID (Shared Information/Data).
SID is the information model of the Tele Management Forum‟s New Generation Operations Systems and Software (NGOSS) program. It is a set of comprehensive standardized information definitions aiming to be the common language for building easy to integrate OSS (Operational Support System) and BSS (Business Support System) solutions.
In this document the Business SLA Model based on WS-Agreement is introduced, aiming to improve the quality perceived by customers and their satisfaction. Upon this model a basic Business SLA Framework has been implemented covering the whole commercial lifecycle.
Finally, a deep study of the SID has been done in order to determine the mapping of the main concepts in the business SLA@SOI model, and identifying the modules or classes that need to be further extended.
