2003.05.23.dnac tozeur.aib.it services management sla

06 Mai 200306 Mai 2003 ADANETSADANETS--WP4/T4.2WP4/T4.2--SLIDE/06052003SLIDE/06052003 11

IT Services ManagementIT Services ManagementService Level AgreementsService Level Agreements

Issam AibIssam AibLIP6 LaboratoryLIP6 Laboratory

23/05/200323/05/2003


SLA in a PictureSLA in a Picture

Service Provider

We Agree to provide you with this level of

Service

Customer

We agree to abide to your guidelines in

anticipation that you will provide us this

level of serviceSLA


Emergence of the Need for Precise SLAsEmergence of the Need for Precise SLAs

Liberalization of the Telecom MarketLiberalization of the Telecom MarketCompetition through attractive SLAsCompetition through attractive SLAsEncourage customers using new servicesEncourage customers using new services

Example:Example:OffreOffre Orange 30 Orange 30 smssms offertsofferts àà la la souscriptionsouscriptionàà un service un service forfaitforfait orange 2 orange 2 heuresheures* * **ValableValable dudu 01/05 01/05 jusqujusqu’’auau 01/06/2003, 30 SMS 01/06/2003, 30 SMS offertsofferts pour les pour les troistroispremiers premiers moismois puispuis payementpayement de 0.15de 0.15€€/sms pour les 30 premiers /sms pour les 30 premiers smssms


SLA Business BenefitsSLA Business Benefits

Customer BenefitsCustomer BenefitsService Providers BenefitsService Providers BenefitsService Vendors BenefitsService Vendors Benefits


From the contract to the networkFrom the contract to the network

EthernetIPATM/FREthernet

queueclassify meter

drop

shape

(re)mark

filter

encrypt

authenticate authorizeNAT

DNSDHCP

decrypt

firewall

PPP

User wants

IKE

access to

radius

route

ApplicationServer

SLAQoSPerf.

MPLS

“Transparent”Network

Cloud


Provider

Customer

Service Delivery RelationshipsService Delivery Relationships

Provider

Customer

Provider

Customer

Provider

End Users


Service Delivery RelationshipsService Delivery RelationshipsCustomer

ServiceinventorySLS Definition

Provisioning

ServiceTemplate/

Offer

AssuranceAssurance config.

Actions, indicators

Policy Server

Mediation / Translation

SLA

SLA


Quality of ServiceQuality of Service

It is the collective effect of service It is the collective effect of service performances that determine the degree of performances that determine the degree of satisfaction of a user of the servicesatisfaction of a user of the service

Administrative(Human Related)

Network(Technical Related)


QoS : Semantic Disparity ProblemQoS : Semantic Disparity Problem

Parameters that are Parameters that are easy for network easy for network specialists to specialists to measure do not measure do not translate well into translate well into parameters that are parameters that are readily understood by readily understood by ordinary customersordinary customers

Parameters that are Parameters that are readily understood by readily understood by ordinary customers ordinary customers are not easy for are not easy for network specialists to network specialists to measuremeasure


QoS and Network PerformanceQoS and Network PerformanceQuality of ServiceQuality of Service

User orientedUser orientedService attributeService attributeFocus on user observable Focus on user observable effectseffects

Between/at Between/at SAPsSAPs on an on an EndEnd--toto--End basisEnd basis

Network PerformanceNetwork Performance

Provider orientedProvider orientedConnection elementConnection elementFocus on planning, Focus on planning, design, development, design, development, operations, and operations, and maintenance of networkmaintenance of networkEnd to End or network End to End or network connection element connection element capabilitiescapabilities

06 Mai 200306 Mai 2003 ADANETSADANETS--WP4/T4.2WP4/T4.2--SLIDE/06052003SLIDE/06052003 1111Low Priority: Web Traffic, FTP

Medium Priority: E-mail, Transactional Apps

High Priority: Critical Data Applications

Highest Priority: (live) Voice and Video

Prioritizing Traffic FlowsPrioritizing Traffic Flows


SLA Life CycleSLA Life Cycle

3 Implementation

1 Service Development

(templates)

2 Negotiation & Sales(individual contracts)

4 ExecutionMonitor, Maintain, Bill

5 Assessment


New Service Development TriggersNew Service Development Triggers

ExternalExternalMarket demandMarket demandCompetitive pressureCompetitive pressure

InternalInternalInternal considerations of service conditionsInternal considerations of service conditionsExtreme experience with current SLAsExtreme experience with current SLAs


New Service Development TriggersNew Service Development TriggersWeb

E-Transactions

MailHigh Speed Mobile AccessATM

IP

DistributedWorkgroups

Call Center

Outsourcing Management

CustomizedProblem Handling

SLA on Network

SLA on OperationalProcessesSLA on

Applications

Flat

ApplicationsCommunications Technology

Operations

Tariff Plans

SLA

Traffic

xDSL


Service Development phaseService Development phase

Identification of customer needsIdentification of customer needsIdentification of appropriate service Identification of appropriate service characteristics: parameters, values, service characteristics: parameters, values, service levels.levels.Identification of network capabilitiesIdentification of network capabilitiesPreparation of standard SLA templatesPreparation of standard SLA templates

Exit criteriaExit criteria: New : New service(sservice(s) with SLA templates) with SLA templates


Negotiation and SalesNegotiation and Sales

Selection of the values of the SLA parameters Selection of the values of the SLA parameters applicable to a specific service instanceapplicable to a specific service instanceCosts incurred by the customerCosts incurred by the customerCosts incurred by SLA violationsCosts incurred by SLA violationsPrecise definition of the reporting mechanismPrecise definition of the reporting mechanism

Exit criteriaExit criteria: Signed contract (SLA instance): Signed contract (SLA instance)


ImplementationImplementation

Network provisioning to support the Network provisioning to support the service in generalservice in generalIndividual network configurations to Individual network configurations to support specific SLA instancessupport specific SLA instancesService testingService testingService activationService activation

Exit criteriaExit criteria: Activated service instance: Activated service instance


ExecutionExecution

Normal inNormal in--service execution and service execution and monitoringmonitoringRealReal--time reporting and service quality time reporting and service quality validationvalidationRealReal--time SLA violation handlingtime SLA violation handling


AssessmentAssessmentCustomer Periodic ReviewCustomer Periodic Review

Quality of customer serviceQuality of customer serviceCustomer satisfactionCustomer satisfactionImprovement potentialImprovement potentialChanging customer requirementsChanging customer requirements

Internal Business ReviewInternal Business ReviewOverall service quality across all customersOverall service quality across all customersRealignment of service goalsRealignment of service goalsRealignment of service operationsRealignment of service operationsIdentification of service support problemsIdentification of service support problemsCreation of different SLA levels: SLA hierarchy!Creation of different SLA levels: SLA hierarchy!


SLA Performance Data CollectionSLA Performance Data Collection


SLA/QoS Related DataSLA/QoS Related Data


SLA/QOS Related ActivitiesSLA/QOS Related Activities

1.1. 3GPP3GPP2.2. Committee T1Committee T13.3. ETSIETSI4.4. EURESCOMEURESCOM5.5. IETFIETF6.6. EU ISTEU IST7.7. ITUITU--TT8.8. QSDGQSDG


3GPP (www.3gpp.org)3GPP (www.3gpp.org)

Third Generation Mobile Communication Third Generation Mobile Communication Technologies (UTRA, GPRS, EDGE)Technologies (UTRA, GPRS, EDGE)(3G TS 23.107) Suggests 4 traffic classes:(3G TS 23.107) Suggests 4 traffic classes:

ConversationalConversationalStreamingStreamingInteractiveInteractiveBackgroundBackground


Committee T1 (www.t1.org)Committee T1 (www.t1.org)

ANSI accredited as the North American ANSI accredited as the North American Standards body for TelecommunicationStandards body for TelecommunicationT1A1 QoS and NP subcommittee:T1A1 QoS and NP subcommittee:

Performance measurementPerformance measurementHow to specify reliability/availability metrics in How to specify reliability/availability metrics in SLAsSLAsPerformance parameter definitionsPerformance parameter definitions


ETSI (ETSI (www.ets.orgwww.ets.org))

TIPHON projectTIPHON projectWG5 deals with e2eWG5 deals with e2e--QoS (endQoS (end--toto--end)end)

General aspectsGeneral aspectsDefinition of QoS classesDefinition of QoS classes


EURSCOM (EURSCOM (www.eurescom.dewww.eurescom.de))

Group of European telecommunication Group of European telecommunication service provider companiesservice provider companiesP806: QoS in a P806: QoS in a mutliprovidermutliprovider environmentenvironmentP906: QUASIMODOP906: QUASIMODO

QoS methodologies and solutions within the QoS methodologies and solutions within the service networkservice network

P1008: InterP1008: Inter--operator Interfaces for operator Interfaces for ensuring e2eensuring e2e--IPIP--QoSQoS


IETF (IETF (www.ietf.orgwww.ietf.org))

No SLA working group, but several No SLA working group, but several WGsWGshave QoS and SLA related activity:have QoS and SLA related activity:

Differentiated Services WGDifferentiated Services WGIntegrated Services WG (IntServ) (DiffServ)Integrated Services WG (IntServ) (DiffServ)IP Performance Metrics WG (IPPM)IP Performance Metrics WG (IPPM)Internet Traffic Engineering WG (TEWG)Internet Traffic Engineering WG (TEWG)MultiMulti--Protocol Label Switching WG (MPLS)Protocol Label Switching WG (MPLS)Policy Framework WG (PFWG)Policy Framework WG (PFWG)Resource Allocation Protocol WG (RAP)Resource Allocation Protocol WG (RAP)


IST (IST (www.cordis.lu/ist/home.htmlwww.cordis.lu/ist/home.html))

AQUILA: Adaptive Resource Control for AQUILA: Adaptive Resource Control for IPIP--QoSQoSFORM: SLAs for VPN serviceFORM: SLAs for VPN serviceTEQUILA: framework for SLS definition TEQUILA: framework for SLS definition and usage for fixed and mobile users.and usage for fixed and mobile users.CADENUS: dynamic service configuration CADENUS: dynamic service configuration and provisioning, SLA automationand provisioning, SLA automation


ITUITU--TT

Has a wide number of recommendations Has a wide number of recommendations on QoS and NPon QoS and NPConsiders SLAs as outside of remit Considers SLAs as outside of remit commercial agreements.commercial agreements.Study groups 2 and 4 and QSDG started Study groups 2 and 4 and QSDG started considering the SLA definition issueconsidering the SLA definition issue

06 Mai 2003 ADANETS-WP4/T4.2-SLIDE/06052003

30

Tequila objectives

• Develop architectures, algorithms and protocols for enabling negotiation, monitoring and enforcement of Service Level Specifications (SLS) between customer/ISP and ISP/ISP

• Develop a functional model of co-operating components, algorithms and protocols offering a intra-domain traffic engineering solution for meeting the contracted SLSs

• Develop a scaleable approach for inter-domain SLS negotiation and QoS-based routing for enforcing E2E QoS across the internet”

• Validate the Models & Contribute to standardization


31

EnterpriseNetwork

TEQUILA system

Host ApplicationRSVP Path/Resv

VPN/LL Manager

H.323 GK

Host Application

SIP server/proxy

Tequila network

SLS

SLSSLS

• Public IP-based, DiffServ (PHB)-enabled Network• SLS describes the traffic characteristics of IP services & the QoS

guarantees offered by the network


32

Tequila Subsystems

Service descriptionthrough SLS template

=> Customer awareness

Service provisioningthrough Traffic Engineering

=> QoS Class awareness

VPN/LL Manager

H.323 GK

Host Application

ServiceManagement

TrafficEngineering

Monitoring

Policy Management

Data Plane

QoSclasses

SLS


33

Service Management

NetworkDimensioning

ServiceSubscription

ServiceInvocation

TrafficForecast

TrafficConditioning

ServiceSubscription

Service Invocation

Data Transmission

“Management Plane”

“Data Plane”

“Control Plane”

Customer ISP

Dynamic RouteManagement

SLS-aware


34

Tequila QoS Classes

• QoS class = [OA | delay | loss ]– Ordered Aggregate ~ PHB scheduling class

• EF, AFx, BE– delay

• edge-to-edge maximum delay• worst case or probabilistic (percentile)• delay classes (min-max intervals)

– loss• edge-to-edge packet loss• probability


35

SLS - Parameters

IP Flow Descriptor

Traffic Envelope & Conformance Performance

Guarantees&

Excess Treatment

• SLS = a set of parameters making up an IP flow contract • Four basic parameter groups

Scope = (ingress, egress)


36

Flow Descriptor

• IP Flow = stream of IP packets sharing at least one common characteristic– DSCP information

• (set of) DSCP value(s) | any– Source information

• (set of) source addresses | (set of) source prefixes | any– Destination information

• (set of) destination addresses | (set of) prefixes | any– Application information

• protocol number,...


37

Scope

• Scope = the geographical region over which the QoS is to be enforced

• Scope = (Ingress, Egress)– Ingress : (set of) interface addresses | any– Egress : (set of) interface addresses | any

• IP-addresses | L2-link identifiers

• Scope models– Pipe or one-to-one model : (1,1) – Hose or one-to-many|any model : (1, N| any)– Funnel or many|any-to-one model (N|any,1)


38

Traffic Envelope

• Traffic Envelope = set of (conformance) parameters describing how the packet stream should look like to get performance guarantees

• Traffic Conformance testing is the set of actions allowing to identify in- & out-of-profile packets– Example: token bucket

• Excess treatment– drop | shape | remark


39

PerformanceGuarantees

• The performance parameters describe the transport guarantees the network offers to the customer– For the packet stream identified by Flow descriptor– Over the geographical region defined by Scope

• Four (measurable) parameters– delay | optional quantile– jitter | optional quantile– packet loss– throughput


40

PerformanceGuarantees

• Delay & jitter– indicate the maximum packet transfer delay and delay

variation from ingress to egress• Can be deterministic (worst case) or probabilistic (quantile)• Guarantee for in-profile packets (only)

• Packet loss – the ratio of the lost and the sent (in-profile) packets

• sent packets at ingress• lost packets between (and including) ingress/egress

• Throughput guarantee– the packet rate measured at egress

• counting all packets identified by Flow Id


41

IP Transport ServicesExamples

• Bi-directional services (e.g. VLLs)– bi-directional VLLs = combination of 2 SLSs

• Virtual Private Networks– combination of multiple hose & filter SLSs– guaranteed throughput from ingress to all egress– maximum allowed rate towards a customer side (e.g Aout)

A

B

C

D

N etwo rN etwo rk

ao u t

ain

bo u t

bin

c o u t

c in

dindo u t


42

ExampleIP VPN Services

Customer Premises Access Router AS Core Router AS Edge Router

Autonomous System

SLSSubscription

TEQUILA System

Policy - configuration

SLSSubscription

Customer ServiceSubscription

CPE CPE

Serveremployees

RSVP

Invoked IP flows

06 Mai 2003ADANETS Subject 31 Jan 2003

ADANETS-WP4/T4.2-SLIDE/06052003ADANETS-WP4/T4.2-SLIDE/31012003

Unified Profile

Framework for QoS PolicySpecification, SLA, SLS

PDP

SLA/SLSs…?

USER AUSER B

USER X

Customer characteristicsLinks to user SLA/SLS

Notation for specifyingUser service requirements:

QoS policies, (security policies)Ponder, XML, Lang. Nat.

Validation, Translation, Distribution

FIAT

LIP6

Alcatel/LIP6

Network / WP2

Unified Profile / WP4

Remote Intervention

ValidateTranslate

Service RequestNegotiation

Management Tool

Service Provider


SLA ModellingSLA Modelling

SLA Contract

Service Offer Quality

Service Offer * Service

1

0..1

* *

*Service Level Objective0..1

SLA Template

*instance

1QualityDescription

1

Operational Service

0..1

1

Connectivity Service

1

1

** Dependency

SAP1

*

CIM_NetworkService

CIM_QoSService

CIM_ConditioningService

0..1

*QoSSubService

0..1

*

QoSConditioningSubService

CIM_ForwardingService

CIM_ServiceServiceService

Dependency*

*

ServiceComponent

**

*ServiceAccessBySAP

SAPSAPDependency

ServiceSAPDependency*

**CIM_SAP

**

0..1*

CIM_MetricDefinition

QualityDescription

*

*

Metric

Client Service

Service Component

CIM_PolicyRule*

*

QoSPolicyRule

Application Service

1Service Template*instance1

*

Value-added Service Infrastructural Service

SLA / Service Model

SLSSLS

SLSSLS


SLA ModellingSLA Modelling

General clausesGeneral clausesGoal of the agreementGoal of the agreementParties involvedParties involvedDuration and validity of the agreementDuration and validity of the agreementResponsibilities of the parties involvedResponsibilities of the parties involvedGuarantees, warrantiesGuarantees, warrantiesDispute handlingDispute handling

Dispute Avoidance & ResolutionDispute Avoidance & Resolution

Maintenance of the agreementMaintenance of the agreementCost involvedCost involved


SLA ModellingSLA ModellingServices and service levelsServices and service levels

Service descriptionService descriptionEntities involvedEntities involvedService levelsService levels

SLA ParametersSLA ParametersTechnologyTechnology--specific, Servicespecific, Service--specific, specific, Technology/Technology/ServiceindependentServiceindependent

Specific clausesSpecific clausesFinancial handlingFinancial handlingReportingReportingPoint of contactsPoint of contactsActivitiesActivities


SLA SLA ModellingModelling, Language View, Language View

SLA = Dateconstraint Parties SLO*Dateconstraint = Startdate Enddate NextevaldateSLO = Daytimeconstraint Clause*Dateconstraint = Day* Time*Clause = MeasuredItem EvalWhen EvalOn

EvalFunc EvalActionMeasuredItem = Item*Item = MeasuredAt ConstructType ConstructRef


SLA SLA ModellingModelling, HP XML example, HP XML example<element name="SLA" type="SLAtype"

minOccurs = “1” maxOccurs = “unbounded”><complexType name=”SLAtype”/>

<attribute name="name" type="NCName" use="required"/><attribute name="SLAId" type="integer" use="optional"/>

<sequence><element name=”startDate” type=”date” /><element name=”endDate” type=”date” /><element name=”nextEvalDate” type=”date” /><element name=”provider” type=”string” /><element name=”consumer” type=”string” /><element name=”SLO” type=”SLOType”

minOccurs =”1” maxOccurs=”unbounded” /><sequence><complexType>


Con

tract

ing

Par

ties:

Cus

tom

er, S

ervi

ce P

rovi

der

Witn

ess

Par

ty: L

awye

r, C

ontra

ct C

laus

e

Additional Contract Clauses

SLA Conceptual ComponentsSLA Conceptual Components

Service Offer:Service Elements (SE) Supported

SE Constraints: QoS, Anomaly Treatment, Pricing, Monitoring

GlobalSE ConstraintsSE Relationships, Global QoS, Anomaly Treatment, Pricing, Monitoring

Purpose of the contractScope Temporal

GeographicAdministrative


SLA Conceptual ComponentsSLA Conceptual Components

SE ConstraintsQoSAnomaly TreatmentPricingMonitoring

Service ElementSO (Global Constraints)

QoSAnomaly TreatmentPricingMonitoring

Service Offer1..*

Customer

SLAPurpose of the contractScope Temporal,

GeographicAdministrative

Additional Constraints

Service Provider

Witness Party: Lawyer

Global ConstraintsSE RelationshipsGlobal QoSAnomaly TreatmentPricingMonitoring

1..*


SLA Conceptual ComponentsSLA Conceptual ComponentsC

ontra

ctin

g P

artie

s: C

usto

mer

, Ser

vice

Pro

vide

rW

itnes

s P

arty

: Law

yer,

Con

tract

cla

use Service Offer (Supported Service Elements)

SE i

Purpose, Scope, and Additional Constraints

SE 1

SE Rules of Behavior (Policies)

SE Attributes (State Patterns)

SE N

SE 2

SE relationship


Service Elements DependenciesService Elements Dependencies

Supported Service Elements

VoIP

Access SE IP Connectivity SEhas

Http protocol

Web Browsing

Video Streaming

Mail Box SE

has


Service ElementsService Elements-- ExamplesExamplesSimple ServicesSimple Services

ATM/FR PVCATM/FR PVCIP ConnectionIP ConnectionMail ServiceMail Service

Composite ServicesComposite ServicesIP VPNIP VPNVODVODVoIPVoIPWeb HostingWeb Hosting


Service AttributesService Attributes

Timeliness metricTimeliness metricAvailabilityAvailabilityReliabilityReliabilityMeasurement procedures (monitoring)Measurement procedures (monitoring)Reporting, ForecastingReporting, ForecastingSLA life span, life cycle (renegotiation)SLA life span, life cycle (renegotiation)


Rules of behavior (Policies)Rules of behavior (Policies)

SLA Violation treatmentSLA Violation treatmentExcess treatmentExcess treatmentService degradation treatmentService degradation treatment

<<ServiceDegradationServiceDegradation>>onon MissedServiceMissedService dodo

ifif ((availability.report.monthavailability.report.month < 98) < 98) then {then {billing.reduce(10%);}billing.reduce(10%);}onon CriticalResourcesCriticalResources dodo users.bronze.loggOffusers.bronze.loggOff;;

</ </ ServiceDegradationServiceDegradation >>


Notation For SLA SpecificationNotation For SLA Specification

From generic SLA, Service Offer, Service From generic SLA, Service Offer, Service Element,Element,……, classes, further , classes, further specialisationspecialisationclasses are defined for each newly classes are defined for each newly introduced service template.introduced service template.An instance of an SLA (or subclass of it) is An instance of an SLA (or subclass of it) is just a class instantiationjust a class instantiationWe assume the definition of Customer We assume the definition of Customer Profile, basic Network Services Profile Profile, basic Network Services Profile which are imported in the SLA definitionwhich are imported in the SLA definition


ADANETS SLA Specification LanguageADANETS SLA Specification Language

import Customers, import Customers, NetServicesNetServices

SLA SLA slaNameslaName {{CustomerCustomer customerNamecustomerNameServiceProviderServiceProvider AOLAOLLawyerPartyLawyerParty trustLawyertrustLawyerContractClauseContractClause {{““....””}}ScopeScope {{

TimePeriodTimePeriod {01 June 2003 {01 June 2003 –– 15/6/03}15/6/03}GeographicGeographic {{……}}}}

ServiceOfferServiceOffer DreamFilmsVoIDDreamFilmsVoID{Service Elements, {Service Elements, SEGlobalQoSSEGlobalQoS}}

MonitoringPolicyMonitoringPolicyPricingPolicyPricingPolicyExcessTreatmentExcessTreatmentAdditional ClausesAdditional Clauses}}


VASP1

Bob

Annie

ISPA

VASP2

ISPB

VoD1

VoD2FTP Server

SLA

SLA

SLA

SLA SLA

SLA

SLA

SLA

Bob

Bob VASP1


Thank YouThank You

Questions!Questions!

2003.05.23.dnac tozeur.aib.it services management sla

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