Cisco Cisco IOS Software Release 11.0(20)BT 白書
Service Level Management: Best Practices White
Paper
Paper
Document ID: 15117
Contents
Introduction
Service Level Management Overview
Critical Success Factors
Performance Indicators
Service−level Management Process Flow
Implementing Service−level Management
Defining Network Service Levels
Creating and Maintaining SLAs
Service Level Management Performance Indicators
Documented Service Level Agreement or Service Level Definition
Performance Indicator Metrics
Service Level Management Review
Service Level Management Summary
Related Information
Service Level Management Overview
Critical Success Factors
Performance Indicators
Service−level Management Process Flow
Implementing Service−level Management
Defining Network Service Levels
Creating and Maintaining SLAs
Service Level Management Performance Indicators
Documented Service Level Agreement or Service Level Definition
Performance Indicator Metrics
Service Level Management Review
Service Level Management Summary
Related Information
Introduction
This document describes service−level management and service−level agreements (SLAs) for
high−availability networks. It includes critical success factors for service−level management and performance
indicators to help evaluate success. The document also provides significant detail for SLAs that follow best
practice guidelines identified by the high availability service team.
high−availability networks. It includes critical success factors for service−level management and performance
indicators to help evaluate success. The document also provides significant detail for SLAs that follow best
practice guidelines identified by the high availability service team.
Service Level Management Overview
Network organizations have historically met expanding network requirements by building solid network
infrastructures and working reactively to handle individual service issues. When an outage occurred, the
organization would build new processes, management capabilities, or infrastructure that to prevent a particular
outage from occurring again. However, due to a higher change rate and increasing availability requirements,
we now need an improved model to proactively prevent unplanned downtime and quickly repair the network.
Many service−provider and enterprise organizations have attempted to better define the level of service
required to achieve business goals.
infrastructures and working reactively to handle individual service issues. When an outage occurred, the
organization would build new processes, management capabilities, or infrastructure that to prevent a particular
outage from occurring again. However, due to a higher change rate and increasing availability requirements,
we now need an improved model to proactively prevent unplanned downtime and quickly repair the network.
Many service−provider and enterprise organizations have attempted to better define the level of service
required to achieve business goals.
Critical Success Factors
Critical success factors for SLAs are used to define key elements for successfully building obtainable service
levels and for maintaining SLAs. To qualify as a critical success factor, a process or process step must
improve the quality of the SLA and benefit network availability in general. The critical success factor should
also be measurable so the organization can determine how successful it has been relative to the defined
procedure.
levels and for maintaining SLAs. To qualify as a critical success factor, a process or process step must
improve the quality of the SLA and benefit network availability in general. The critical success factor should
also be measurable so the organization can determine how successful it has been relative to the defined
procedure.
See Implementing Service−level Management for more details.