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End-to-end service level agreements for complex ICT solutions

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BT Technology Journal

Abstract

The management of converged solutions for corporate customers presents service providers with substantial challenges in the delivery of service level agreements (SLAs). While historically SLAs have focused on individual network products, corporate-scale customers are increasingly demanding SLAs targeted at their business applications. The goal is quite simply to guarantee that the applications will work — with predictable and consistent performance over the entire IT and networking infrastructure. Underlying this, however, is the complex myriad of information and communications technology components from the desktop through to the data centre, each of which contribute to the overall performance. This paper summarises the issues and requirements for such application-level SLAs, and outlines a five-step technology roadmap to achieve a sophisticated level of capability.

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Authors
  1. J. Wittgreffe
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  2. M. Dames
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  3. J. Clark
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  4. J. McDonald
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Wittgreffe, J., Dames, M., Clark, J. et al. End-to-end service level agreements for complex ICT solutions. BT Technol J 24, 31–46 (2006). https://doi.org/10.1007/s10550-006-0095-9

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  • DOI: https://doi.org/10.1007/s10550-006-0095-9

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