Transcription
SLA Management
Agenda What is Service Level Agreement (SLA)? Why using ONE tool for SLA management? What’s New on the Market? Oblicore Guarantee Overview Architecture Why Sytel Reply What’s Next2
Definition
What is Service Level Agreement (SLA)?Briefly, a service level agreement (SLA) is a negotiated agreementbetween two parties where one is the customer and the other is theservice provider.While SLAs have traditionally been a contract between a Service Providerand an Enterprise customer, the expanding value chain for newgeneration services has made SLAs important for a myriad ofpartnerships.Service Provider toEnd UserService Provider toVendorService Provider toEnterprise (e.g., alarge business or anMVNO)Network Provider toService Provider(e.g., i.e., a networkaccess provider)Enterprise to EndUserVendor to NetworkProvider, ServiceProvider, orEnterpriseContent Provider toContent Aggregatoror Advertiser4 .
Why using ONE tool for SLA Management?
Why using ONE tool for SLA Management?Most enterprises define service level agreements as part of their operations;however, the bulk of these agreements are managed inefficiently with tools basedon infrastructure vendors, homegrown reporting methods, or manual datacollection. These inefficient approaches to service level management and reportinggive rise to:labor intensivetime consumingprone to human errorincompletenessPerformance reports are typically generated following the measurement period.This forces organizations to deliver reports late, and as a result there is noopportunity to correct underperforming services.Performance debates invariably occur, and customer satisfaction is negativelyaffected.6
What’s New on the Market?
What’s New on the Market?Oblicore is the Market Leader in SLA Management.Sytel Reply started months ago to share with Oblicore the chances to promote Oblicore Guarantee as THEsolution for SLA Management.Telco & Media are now mature to face this issue in a pragmatic and systematic way, in order to enforce andimprove the Customer Experience and the Services Provided to them and the service provided by third parties(Outsourcer, Content Provider, Service Provider).Guarantee automates, activates and accelerates the management, monitoring, and reporting of all service levelagreements and service delivery for enterprises and service providers.The solution enhances an organization’s ability to:define the service catalog and measurement metricsestablish contractual obligations and performance targetsmonitor performance against these targets in real-timetake action based on this performancecollaboratively report performance to both the service provider and the service consumerEnterprises and service providers have complete visibility into their service level agreements and can proactivelymanage service delivery across business and technology infrastructures from a single point.8
Oblicore Guarantee
Oblicore Guarantee: overviewOblicore Guarantee automates, activates and accelerates the management,monitoring, and reporting of all service level agreements and service deliveryfor enterprises and service providers.Enterprises and service providers have complete visibility into their servicelevel agreements and can proactively manage service delivery acrossbusiness and technology infrastructures from a single point.Define ServiceCatalog &MetricsTake ureObligations &PerformanceTargetsMonitorServicePerformancein Real-Time
Oblicore Guarantee: ArchitectureOblicore offers a comprehensive, scalableplatform that enables enterprises tomanage service level obligations forunderpinning contracts (UPCs), servicelevel agreements (SLAs) and operationallevel agreements (OLAs).Its unique infrastructure-agnostic approachenables organizations to monitor and reportservice performance utilizing theinfrastructure components (e.g., hardware,applications, network monitoring tools) thatyou already have in place, regardless ofthe vendor.The adapters can “sit on top” of existingdata sources. No change to underlyingdata sources or systems are necessary.11
What Does Oblicore do?Standard ServiceCatalogContract & PortfolioManagementUrgent Payments Life Cycle Management Financial Metrics Vendor Performance Service Portfolio MgmtHelpdesk GoldEmail ServicesContractual Agreements Service Level Agreements Operational Level Agreements Underpinning ContractsBusiness MetricsService Level Reports Concurrent and Prediction Reports Alerts and Dashboard SMS, Email and Service Desk Alarms Integration with Portals, Financial Solutions Network Performance Application Performance HelpDesk PerformanceCMDBApplication PerformanceManagement12Incident & ProblemManagementNetworkPerformanceManagementOther SourceSsystems
SLA Management Main ScopeOnce the company has defined contractual obligations, services and measurementsthe organizations can actively measure this obligations against actual performance.The Data Integration Hub, by an infrastructure agnostic approach, enables companiesto leverage SOA integration, XML integration or the service delivery API to “push” or“pull” information from a wide variety of data sources, from HP OpenView to SAP, fromRemedy to many others.13
SLA Management Main ScopeAn automate process of collecting data, comparing data from multiple sources,managing exceptions, and reporting on performance, can provide the real value addedSLA Management Operations.14
Why Sytel Reply?
Why Sytel Reply Deep understanding of Telco market &context Competences on in-scope processes Flexibility Reply Competence Center on SLAManagement and OblicoreMethodology and strong projectmanagement abilitiesTELCO &MEDIACLIENTResult-driven consultancy approachStrong technical background and a highlyspecialized software factoryReplyKnowhow16Approach
Sytel Reply: what’s next
Sytel Reply: what’s nextIn an historical moment where ManagedService and Outsourcing Policy are spreadamongourclients’business,theGovernance and Control of the quality andSLA compliancy is on top of the priorities forCTO and farsighted IT Managers.Reply plays a core role in this context,supporting our stakeholders thanks to ourcompetences and adopting the best onMarket Technological solution as Partner ofthis adventure.18Our clients are loosing control of theoperative activities on their systems, but arenow aware that cannot loose control andneed instruments to support them incontrolling.
Sytel Reply: what’s nextAssess current awareness of our customersabout SLA Management theme, in order toidentify opportunities and actual needs,highlighting short-term benefits, limitation &constraints.It is important to identify the rightstakeholders, in order to center the core ofthe business and the right sensibility tocatch the opportunities.Support our customers to build newbusiness cases, leveraging on technologicalsolution, defining and modeling processesand new business strategies.Reply supports evolutionary scenarios.19
Thankswww.reply.euinfo@reply.eu
What is Service Level Agreement (SLA)? . The Data Integration Hub, by an infrastructure agnostic approach, enables companies to leverage SOA integration, XML integration or the service delivery API to "push" or . Reply Competence Center on SLA Management and Oblicore. Sytel Reply: what's next. 18 In an historical moment where Managed
