【資料成文時間】：2001
【語言】：英語
【頁數(shù)】：141
【何人（公司）所著】：TeleManagement Forum (“TM Forum”)
【文件格式】：PDF
【文件原名】：SLA Management Handbook
【摘要或目錄】：Table of Contents
Notice................................................................................................................................................................iii
Acknowledgements.........................................................................................................................................v
About TeleManagement Forum....................................................................................................................vii
About this document......................................................................................................................................ix
Document Life Cycle................................................................................................................................ix
Document History.....................................................................................................................................ix
Time Stamp...............................................................................................................................................x
How to obtain a copy.................................................................................................................................x
How to comment on this document...........................................................................................................x
Executive Summary........................................................................................................................................xi
Table of Contents..........................................................................................................................................xiii
Table of Figures............................................................................................................................................xvii
Chapter 1 – Introduction.................................................................................................................................1
1.1 Scope..............................................................................................................................................2
1.2 Assumptions....................................................................................................................................3
1.3 Intended Audience and Benefits.....................................................................................................3
1.3.1 Service Providers....................................................................................................................3
1.3.2 Customers..............................................................................................................................4
1.3.3 Equipment and Software Vendors.........................................................................................4
1.4 Document Outline...........................................................................................................................4
1.5 Using the Handbook.......................................................................................................................6
Chapter 2 – Terms and Definitions.................................................................................................................7
Chapter 3 – Motivation and Requirements for SLA Management...........................................................15
3.1 Introduction....................................................................................................................................15
3.2 Business Model.............................................................................................................................16
3.3 Business Benefits.........................................................................................................................17
3.3.1 Customer Benefits.................................................................................................................17
3.3.2 Service Provider Benefits......................................................................................................18
3.3.3 Vendor Benefits.....................................................................................................................19
3.4 Performance Reporting.................................................................................................................19
3.5 Requirements................................................................................................................................21
3.5.1 Fulfillment..............................................................................................................................21
3.5.2 Assurance.............................................................................................................................22
3.5.3 Customer Interface Management.........................................................................................23
3.6 Examples.......................................................................................................................................24
3.6.1 Leased Line Service..............................................................................................................24
3.6.2 Frame Relay Service............................................................................................................25
3.6.3 ATM Cell Delivery Service....................................................................................................26
3.6.4 IP-VPN Service.....................................................................................................................26
3.6.5 IP Service with DSL Access.................................................................................................27
3.6.6 Customer Care Help Desk Service......................................................................................29
Chapter 4 – QoS and the SLA Parameter Framework..............................................................................31
4.1 Parameter Classification...............................................................................................................31
4.1.1 General Concepts.................................................................................................................31
4.1.2 Performance Events and Performance Parameters..........................................................33
4.1.3 Network Performance and QoS..........................................................................................33
4.1.4 NP/QoS Requirements and QoS Classes..........................................................................34
4.1.5 NP, QoS and Grade of Service (GoS), and the Role of Traffic Engineering.....................35
4.1.6 Network Bearer Services and Application Services...........................................................36
4.1.7 Parameter Dependence and Independence......................................................................36
4.1.8 Service/Technology-independent Parameters...................................................................37
4.1.9 Technology-specific Parameters.........................................................................................38
4.1.10 Service-specific Parameters................................................................................................39
4.2 Parameter Degradation................................................................................................................41
4.2.1 Management of QoS and NP Parameters..........................................................................41
4.2.2 Role of In-Service Monitoring...............................................................................................41
4.2.3 Degradation and Customer Trouble Reports......................................................................42
4.3 Performance Measures versus User Perception........................................................................43
4.3.1 Measurement and Reporting Intervals................................................................................43
4.3.2 Reporting Methods...............................................................................................................44
4.3.3 User Perception....................................................................................................................45
4.3.4 Aggregation of Parameters and QoS Index........................................................................46
4.3.5 Customer Satisfaction..........................................................................................................46
4.4 Violations and Remedies..............................................................................................................47
Chapter 5 – SLA Life Cycle..........................................................................................................................49
5.1 Life Cycle Automation...................................................................................................................49
5.1.1 Product/Service Development.............................................................................................50
5.1.2 Negotiation and Sales..........................................................................................................50
5.1.3 Implementation....................................................................................................................51
5.1.4 Execution.............................................................................................................................51
5.1.5 Assessment.........................................................................................................................51
5.2 Use Cases and Scenarios............................................................................................................52
5.2.1 Product/Service Development with a New SLA..................................................................53
5.2.2 Negotiation and Sales..........................................................................................................55
5.2.3 Implementation....................................................................................................................56
5.2.4 Normal Execution.................................................................................................................57
5.2.5 Execution with SLA Violation...............................................................................................59
5.2.6 Assessment.........................................................................................................................60
Chapter 6 – SLA Management Framework.................................................................................................63
6.1 SLA Management Functions........................................................................................................63
6.1.1 Product/Service Development.............................................................................................63
6.1.2 Negotiation and Sales..........................................................................................................64
6.1.3 Implementation....................................................................................................................64
6.1.4 Execution and Assessment.................................................................................................64
6.2 SLA / QoS Data Management.....................................................................................................65
Chapter 7 – SLA Modeling and Guidelines................................................................................................67
7.1 Introduction...................................................................................................................................67
7.2 Role of SLAs within Service Products..........................................................................................67
7.2.1 Defining the Level of Service...............................................................................................70
7.2.2 Multiple Domain SLAs..........................................................................................................71
7.2.3 SLA to Service Mapping.......................................................................................................72
7.3 Service Element Categories.........................................................................................................73
7.4 SLA Mapping of QoS Parameters...............................................................................................74
7.4.1 Leased Line Service.............................................................................................................74
7.4.2 Frame Relay Service............................................................................................................75
7.4.3 ATM Cell Delivery Service....................................................................................................76
7.4.4 IP-VPN Service.....................................................................................................................77
7.4.5 IP Service with DSL Access.................................................................................................78
7.4.6 Customer Care Help Desk Service......................................................................................79
References.......................................................................................................................................................81
Acronyms........................................................................................................................................................83
Appendix I: Related Activities......................................................................................................................89
I.1 3GPP.............................................................................................................................................89
I.2 Committee T1...............................................................................................................................90
I.3 ETSI...............................................................................................................................................91
I.4 EURESCOM.................................................................................................................................92
I.4.1 Project P806..........................................................................................................................92
I.4.2 Project P906..........................................................................................................................92
I.4.3 Project P1008........................................................................................................................93
I.4.4 Other Projects of Relevance.................................................................................................93
I.5 IETF...............................................................................................................................................94
I.5.1 Differentiated Services Working Group................................................................................95
I.5.2 Integrated Services Working Group.....................................................................................96
I.5.3 IP Performance Metrics Working Group..............................................................................96
I.5.4 Internet Traffic Engineering Working Group........................................................................97
I.5.5 Multiprotocol Label Switching Working Group.....................................................................97
I.5.6 Policy Framework Working Group.......................................................................................97
I.5.7 Resource Allocation Protocol Working Group.....................................................................98
I.6 IST Projects...................................................................................................................................98
I.6.1 AQUILA.................................................................................................................................98
I.6.2 CADENUS............................................................................................................................99
I.6.3 FORM...................................................................................................................................99
I.6.4 M3I........................................................................................................................................99
I.6.5 TEQUILA..............................................................................................................................99
I.7 ITU-T...........................................................................................................................................100
I.7.1 ITU-T Study Group 2 – Operational Aspects of Service Provision, Networks and Performance....................................................................................................................................101
I.7.2 ITU-T Study Group 4 – Telecommunication Management, including TMN....................102
I.7.3 ITU-T Study Group 7 – Data Networks and Open System Communications................102
I.7.4 ITU-T Study Group 9 – Integrated Broadband Cable Networks and Television and Sound Transmission....................................................................................................................................103
I.7.5 ITU-T Study Group 11 – Signalling Requirements and Protocols...................................104
I.7.6 ITU-T Study Group 12 – End-to-end Transmission Performance of Networks and Terminals.........................................................................................................................................104
I.7.7 ITU-T Study Group 13 – Multi-protocol and IP-based Networks and Their Internetworking ............................................................................................................................................104
I.7.8 ITU-T Study Group 15 – Optical and Other Transport Networks....................................106
I.7.9 ITU-T Study Group 16 – Services, Systems and Terminals............................................106
I.8 Quality of Service Development Group.....................................................................................107
I.9 Others.........................................................................................................................................108
Annex A: eBusiness SLA Management...................................................................................................113
A.1 Introduction.................................................................................................................................113
A.1.1 Background.......................................................................................................................113
A.1.2 Definition............................................................................................................................114
A.1.3 SLA Groups........................................................................................................................114
A.1.4 Scope.................................................................................................................................116
A.2 Business Drivers for SLA/QoS...................................................................................................116
A.2.1 Interdependence................................................................................................................116
A.2.2 Economic Considerations..................................................................................................117
A.3 Technical Considerations...........................................................................................................118
A.3.1 Common Point of Failure...................................................................................................118
A.3.2 Process Automation...........................................................................................................118
A.3.3 Security..............................................................................................................................119
A.3.4 Checklist and Guidelines....................................................................................................120
Annex B: Guidelines for Catalyst Project Input to the Handbook........................................................121
B.1 Introduction.................................................................................................................................121
B.2 Parameter Framework................................................................................................................121
B.3 Examples....................................................................................................................................122
B.3.1 IP Service with DSL Access...............................................................................................122
B.3.2 ATM Cell Delivery...............................................................................................................123