Making Cloud SLAs readily usable in the EU private sector

A Common Reference Model for SLAs

The SLA-Ready Common Reference Model (CRM) is designed to make life easier for small businesses and industry by integrating a set of SLA components, e.g. terminology, SLA attributes, Service Level Objectives (SLO), guidelines, as well as best practices and relevant standards to fill identified gaps in the current SLA landscape.
 
SLA-Ready will develop the Common Reference Model systematically by collecting data and eliciting requirements compiled from a state-of-the-art/practice analysis. 
 
A set of CRM requirements has also been collected and is intended to elucidate the (a) Cloud SLA lifecycle, (b) the commonly used SLA components and other elements observed over security, privacy, legal, sociological and economic aspects, and (c) the basic categorization of SLA elements to highlight concepts versus market reality.
 
These requirements are the main and vital requirements derived and bundled from best practices from the business-to-business real-world market. These include both national, European and global (including SMEs) organisations, including several hundred relevant professionals involved (such as procurement, sourcing, IT, business/sales, contract, legal, finance and compliance departments), in more than 5,000 business-to-business deals the past decade representing a revenue of over €5 billion contractual revenue. They have also recently been validated by several senior Cloud architects as being requirements that SMEs and other companies and organisations use to check, verify, compare and assess Cloud service offerings, including Cloud SLAs.
 

User requirements report

SLA-Ready Requirements emerging from a state-of-the-art analysis final report (December 2015) marks a key step towards developing the SLA-Ready Common Reference Model, which will be published in 2017.  The Common Reference Model will benefit the industry by integrating a set of SLA components, e.g. terminology, SLA attributes, Service Level Objectives, as well as best practices and relevant standards to fill identified gaps in current SLA practices. 

The final report provides a set of user requirements based on a state-of-the-art analysis looking at technical, legal, economic and sociological aspect of SLAs. From a technical perspective, emphasis was given to security. A detailed gap analysis serves to further shape the Common Reference Model. The report provides: 

  • Requirements compiled from a state-of-the-art/practice analysis.
  • Analysis on missing requirements.
  • Final requirements of the Cloud Service Provider (CSP) SLA repository.