Since digital services are distributing to different applications widely, there would be a need to define SLAs for such services based on application requirements. but SLAs are just defined for limited numbers of services such as Cloud platforms services or mobile networks. Therefore, is there any method to define them precisely for any digital service?
Hi,
here a very good link for a basic SLA structure (german language, but easy to translate):
http://tu-dresden.de/die_tu_dresden/zentrale_einrichtungen/zih/dienste/index_html/
Services are 1st level ordered for different groups of users (employees, students, guests, customers,...)
By clicking one one service group, i.e. storage services:
http://tu-dresden.de/die_tu_dresden/zentrale_einrichtungen/zih/dienste/arbeitsumgebung/data-storage
you see the basic 3x3 matrix for IT service definitions:
(starting from the top-left corner):
1st row: features, quality level, references & requirements
2nd row: scope of services & included (sub-)services, support, formal application & right management
3rd row: additional options, times for operation & status monitoring, user responsibility
kind regards,
Matthias
Thanks Matthias for the great information!
Do you think it is possible to use the same metrics to define the SLA for non-IT services such as industrial services?
Best
Omid
yes - sure. in general SLA describe requirements, features, and processes for a given service. These general points are equal for IT or industrial services. Details can be adapted to the different fields of application. Always remember the 3x3 matrix - it's the core of each SLA.
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