SLA/SLS in service creation

1. SLA/SLS in service creation G. Cortese CADENUS Project 25.01.01

2. Agenda • SLA in CADENUS overview • SLA/ Service Model • Techniques to achieve SLA-based service creation

3. SLA in CADENUS Goal is Automation of SLA Management contract negotiation service provisioning/ activation monitoring integrated with resource management Service always have a SLA Service + SLA = service agreements SLA/ SLS management vs. Provider’s Business Processes TMF work understand impact of dynamic service creation on current SP business processes

4. End-User Services • IP Transport services with QoS, security features • Value-Added services offered on top of an IP Network (VoiceIP, multimedia …) • The end-user in CADENUS can be: • a residential customer • a corporate customer • another provider (using services provided by the first provider)

5. Insurance Policy Mode Measure performance/availability Give credits on SLA violation Provisioning Mode Insurance Policy but customers are not equal. Put classification/rate control/QoS devices Adaptation Mode Provisioning Mode plus Take action on possible SLA violation Allocate or take resources for customers Levels of SLA support Quote from Verma/ Wjinen presentation (Policy 99) • Integrated Mode • SLA drives automated service fulfillment and service assurance processes

6. SLA Life-Cycle Service Development Negotiation and Sales Implementation Operation and Assessment

7. SLA ‘Facets’ Network vs Application Service Dynamic Single User Instance vs Aggregated Call establishment vs. information transfer Technical Non Technical e.g. Average Call Response Time, MTPR, MTPS ...

8. Business Scenarios Automated Service Management in the SP Domain design - subscription - activation - monitoring Example: VPN data + ‘corporate voip’ Service Management in the Customer Domain self-service provisioning policies on resources purchased by SP monitor purchased SLA Inter-provider negotiation of transport services Service ‘Retailer’

9. Service Creation - Converging Views (1) • Allow rapid introduction of new ‘products’ and new technologies • 2 views for same goal • ‘automated’ service creation • in the Operational Support System (OSS) • ‘Time & Costs for introducing a New Service Offering is mainly affected by the impacts on OSSs’ • dynamic service creation • in the network • to be integrated !

10. Service Creation - Converging views (2) • commonalities • service composition approach • SLA-aware • infrastructure support (events, workflow/ scripting facilities, data repositories …) • differences • scalability goals • performance goals • technical approach

11. OSS View: Requirements for service creation • flexible service modeling environment • data structures • processes • support service composition (‘bundles’, commercial offers) • manage a variety of service activation interfaces • telnet, SNMP, Policy, Dynamic Service Creation • process logic separated -> workflow • both automatic and manual activities

12. Mail IP High Speed Mobile Access Web ATM E-Transactions xDSL DistributedWorkgroups Communications Technology Applications Service Offer Operations SLA SLA on Network Call Center SLA on OperationalProcesses Customized Problem Handling TariffPlans SLA on Applications Outsourcing Management Flat Traffic OSS View - Service Composition

13. 5. Automate Service Activation 3. Take Control of Manual Activities Service Creation OSS View - OSS and Process Integration Maturity Model 4. Integrate Horizontal Processes and Automate Tasks 2. Maintain Service Config. Inventory 1. Maintain Resource & Asset Inventory

14. Network View - Dynamic Service Creation • Phase 5+ .. • Have network boxes actively supporting service activation • See michael’s presentation

15. Agenda • SLA in CADENUS overview • SLA/ Service Model • Techniques to achieve SLA-based service creation

16. Purpose of SLA/SLS modelling • Define a flexible information model • Support implementation of tools to automate SLA management processes • Allow design of • new services • new commercial offers • Allow mapping to different service architecture/ technology • To be shared across all CADENUS components • Identify areas for standardization

17. Customer Gene r a l i t y + - Network Layered Models • Business Model (SLA, Service Offer) • Related to SP Business Processes (e.g. Service Planning and Service Configuration) • Includes end-customer view • Cross-technology (e.g. both ATM PVC and VoIP) • Service Model • Both ‘customer-perceived’ services and ‘supporting’ services • Independent of underlying service architecture/ technology (DiffServ, MPLS,...) • Resource Model • Resources (network/ application) supporting the service and their configuration

18. SLS SLS Model - Summary Resource Model SLA / Service Model CIM_PolicyRule * QoSPolicyRule CIM_MetricDefinition * Metric 1 SLA Template instance * * * ServiceComponent SAPSAP * Service Offer Quality Service Level Objective * * * 0..1 Dependency 1 * ServiceService * * Dependency CIM_SAP CIM_Service * * * 1 0..1 ServiceAccessBySAP SLA Contract * QualityDescription QualityDescription * ServiceSAPDependency 1 * 1 Dependency 0..1 CIM_NetworkService * * Client Service 1 Service Offer Service 1 SAP * Service Component * * * 1 instance * 1 Service Template 0..1 CIM_QoSService 0..1 0..1 CIM_ForwardingService Application Service Operational Service Connectivity Service * QoSConditioningSubService QoSSubService CIM_ConditioningService * Value-added Service Infrastructural Service

19. SLA Management Lifecycle - 1 • Product/Service Development • Defines Service Templates and related SLA Templates • Negotiation and Sales • Uses Service Template and SLA Template as input • Delivers an instantiated SLA Contract, including a Service Offer and the related Service Offer Quality

20. Service Template • Describes the Service Offering (i.e. SP’s Catalog of Services) by means of Service Types • After sales process is instantiated into a Service Offer for a specific Customer (e.g. describing Customer Site, POP and CPE) * * * * * * *

21. SLA Template • Groups together a set of Parameters and Metrics • Related to a specific Service Template • May be used during Customer negotiation to define their required level of service quality • E.g. Customer can choose between different Quality Levels (e.g. gold, silver, bronze) for the same type of Service, or can decide single Parameter values (e.g. Round-trip delay<90 ms) • SLA/Service Templates describe allowed combinations of ‘options’ for a specific SLA_Contract

22. SLA Contract • Contract between Customer and Provider - Business nature • SLA includes • Description of the Service Offer • Quality Objectives for the Service Offer • Reports • Remedies • Credits • Charges • Escape clauses • ... * * * * * * *

23. Service Offer • Service instances package provided by the SP to the Customer • Contains a bundle of (1..N) ServiceComponents visible to the Customer • QualityDescription relates the Service Offer to requested Service Offer Quality • Examples: IP VPN, Corporate VoIP, VOD, Full Business Company

24. Service Offer Quality • Overall level of Quality agreed in the SLA Contract for the subscribed Service Offer • Groups together the Service Quality Objectives set for each Service Component (both high-level and low-level services) visible within the SLA Contract * *

25. Service Offer Quality - Example • Full Business Company • Service Bundle Quality Objectives (e.g. MTTR, Mean Service Availability) • Application Hosting Service Quality Objectives (e.g. Application Availability, Application Response Time, Intrusion Detection Time) • IP Access to ASP Service Quality Objectives (e.g. Packet Delay, Packet Loss, Connection Availability) * *

26. SLA Management Lifecycle - 2 • Implementation • Uses the Service Offer and the related Service Offer Quality for unbundlingpurposes • Generates all the Service instances for both Client and ‘internal’ services and their related SAPs • Generates all the Service Level Objective instances for the Service instances with required QoS

27. SLA Management Lifecycle - 3 • Implementation • Generation of Policies / Configurations for network / application resources supporting service (CIM_Policy, classes in Resource Model) • Operation & Assessment • metrics • not shown in model

28. Service • Building block of SLA Model • Containment hierarchy allows to bundle low-level services into high-level ones • Client Services are the subset of Services included within the SLA Contract (perceived by the Customer) • Dependency models constraints among Services * *

29. Service - Examples • Simple Services • ATM/FR PVC • IP Connection • VW PDB • Mail Service • Composite Services • “Classic VPN” • IP VPN • VOD • VoIP • Web Hosting * *

30. Connectivity Services • Services provided only by means of the Network • Network Services for delivering • data • voice • multimedia • ... over multiple NW technologies • Examples: • end-to-end connection-oriented NW Services (e.g. FR/ATM PVCs) • IP services (e.g. VW PDB) • combinations (e.g. LAN Emulation and IP Over ATM) * *

31. Operational Services • May be offered explicitly as extra-services • QoP parameters (i.e. MTTR) are typically included within SLAs • Are out-of-scope in this analysis • Examples: • 7x24 Help Desk support • Management outsourcing * *

32. Application Services • Value-added Services (e.g. Content and ASP) and Infrastructural Application Services (e.g. DNS, Firewall) • Value-added Services are built on top of NW-bearer Services (Dependency) • Both are integral part of the managed services (i.e. should be provisioned and monitored) * *

33. Service Level Objectives • Contains metrics in support of the SLA • Related to a specific Service Component • Individual Service Quality Objectives described in terms of • metric and thresholds • tolerances • actions ? * * CIM Core Policy Model: “... the objectives and metrics (Service Level Objectives, or SLOs), that are used to specify services that the network will provide for a given client. The SLA will usually be written in high-level business terminology. SLOs address more specific metrics in support of the SLA.”

34. Service Level Objectives - Low-level Service Examples • ATM PVC SLO • CLR Forward and Backward • Throughput (i.e. Egress/Ingress cell within PCR) • PVC Availability • IP E2E Connection SLO • Oneway (FW) Delay • Jitter • Packet Loss Ratio • Web Server Hosting SLO • Throughput (e.g. Num. of pages x Sec.) • Web ServerAvailability * *

35. SLO vs. SLS • Similar Definitions ... • SLO (“CIM Policy Model”) - “... the objectives and metrics (Service Level Objectives, or SLOs), that are used to specify services that the network will provide for a given client. The SLA will usually be written in high-level business terminology. SLOs address more specific metrics in support of the SLA.” • SLS (“TEQUILA Draft”) - “A Service Level Specification (SLS) is a set of parameters and their values which together define the service offered to a traffic stream by a DS domain.” • For Diffserv SLO = SLS • CADENUS model and tools allow/ require specialization • tequila SLS is a specialization of Connectivity Service and related SLO for IP Diffserv

36. SAP • Logical or physical element located on the interface between Customer and Service Provider domains • SAP related to a Client Service represents the point at which the Service is delivered • Used to model dependencies between Services spanning multiple SP’s domains • Examples: • CPE or Edge UNI • Interdomain gateway NNI • Ingress/Egress Interface * *

37. Model - Comments (1) • A ‘core’ model to be extended for each new service and technology mapping introduced • Extensibility through combination of metadata (Service Template, SLA Templates) and subclassing • A Conceptual Model • Needs mapping rules to a development model (e.g. XML, directory services, SQL)

38. Model - Comments (2) • Some freedom to SP using it to model its service catalog • Set of Services are not predefined • some ‘examples’ will be defined (vpn, virtual leased line, ..) • Tequila SLS • Services are composed into higher-level services and/ or commercial offers • Mapping Rules (not shown in model) create the link from Service to its implementation • device configuration • policies • configuration scripts for dynamic svc creation • workflow • ...

39. Agenda • SLA in CADENUS overview • SLA/ Service Model • SLA management - Areas of work

40. CADENUS Architecture

41. Architecture (SM) + mapping of Model

42. Areas of technical work related to SLA management in CADENUS • Access Mediator • negotiation of service/ SLA • ‘retailer’ interface • standard data structure for SLA • Service Design Environment • see next slides • SLA fulfillment • see next slides • SLA Assurance • Semi-automated translation of SLA to ‘plan’ for SLA monitoring • Integration with Resource Mediator for SLA goals maintenance

43. SLA Fulfillment • Semi-automated translation of SLA to network configuration ‘rules’ • Verify correctness of network configuration with respect to SLA objectives • Network-based mechanism for service activation • Workflow/ Intelligent Agent architecture to coordinate plan execution • Integration with Resource Mediator for SLA goals maintenance

44. Service Design Environment • Sw engineering techniques/ process to • allow non-technical people to design new services/ SLA template • ease the translation of a new service template into a WEB application (part of access mediator) • allow (technical) people to define mapping rules to policy/ service creation/ SLA monitoring ‘scripts’ • Metadata for describing service/ SLA parameters and relationships • Full automation feasible ? • Some Prototyping • JSP, Javascript for GUI • Mapping to internal unique format for service/ SLA via XSLT

45. Relationship to other works TMF SLA Mgmt Handbook DMTF CIM/DEN Network/ BGP Model Tequila SLS IETF/ CIM Policy

46. Sodalia S.p.A. - Via V. Zambra 1, 38100 Trento - ITALY Tel: +39 0461316111 - Fax: +390461316546 - Internet: www.sodalia.com