By John K. Lee, Ron Ben-Natan
Provider point agreements (SLAs) provide provider companies the way to distinguish themselves from their rivals in contemporary unstable, hypercompetitive industry. This booklet deals an leading edge strategy that takes complete good thing about present interface, automation, and Internet-based distribution and reporting technologies.* Addresses business-level SLAs, not only device-level SLAs* Describes a innovative method that mixes community administration, provider administration, box carrier actions, entitlement, and score with workflow automation applied sciences
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Extra resources for Integrating service level agreements: optimizing your OSS for SLA delivery
Product development processes and special considerations for using SLAs as a value-added feature to an underlying product are discussed in further detail in Chapter 2. 9 The TeleManagement Forum’s service level agreement life cycle. 15 16 Chapter 1 Contrary to common practice, not all products are truly suitable for use with SLAs. Attributes that are specific to service level agreements, such as customer needs, contractual entitlements, terms and conditions, reporting requirements, and SLA pricing may initially be derived from the information accumulated as part of the product development cycle.
Reconciliation should be performed on those SLAs that have immediate or real-time penalty requirements, while those that have historical or aggregate statistical reporting requirements should be archived for later (periodic) reconciliation. Different functions related to execution are discussed in several of the later chapters. Assessment The SLA should be assessed periodically. Assessment is not the same thing as financial reconciliation, which was addressed earlier in the chapter. ) There are two types of assessments: (1) customer-focused assessments and (2) provider-focused assessments.
Along with traditional network priorities, SLAs introduce a new variable into the prioritization formula: financial impact. TE 10 What Are Service Level Agreements? 6 Conventional operational priorities. The growing use of SLAs will force service providers to reprioritize the workload in order to meet the entitlements or risk financial damages. With service providers offering a number of SLA options in order to differentiate their product from the competition’s, tasks, circuits, and services are no longer created equal from a prioritization standpoint.