Page 530 - Handbook of Modern Telecommunications

Network Organization and Governance 4-61

TABl E 4.4.3 Customer Master File with Service-Level
Agreement Entries
Customer ID
Service ID (A)
Service ID (B)
Service ID (N)

TABl E 4.4.4 Table of Services
Service ID (A)
Attributes (A)
Service ID (B)
Attributes (B)
Service ID (N)
Attributes (N)

TABl E 4.4.5 Service-Level Agreements
SLA ID (A)
Services in A
Metrics in A
SLA ID (B)
Services in B
Metrics in B
SLA ID N
Services in N
Metrics in N

Another table is prepared (Table 4.4.3) containing customer master data including the list of all ser-
vices agreed upon with the service provider and network operator. The service portfolio is expected to
be maintained in another table (Table 4.4.4), together with their typical service metrics.
The SLAs, which are standardized as much as possible, are maintained in a separate database. The num-
ber of different SLAs should be kept to a reasonable minimum in the best interests of service providers and
network operators. Table 4.4.5 is used to identify when reports should be generated and their periodicity.
Table 4.4.6 shows a sample table to be used for documenting escalation procedures.

4.4.4 Sample SLA
In order to design and implement SLAs, the following activities are necessary.
• Draft of the agreement: A subject matter expert collects information about the functionality,
application goals, and security requirements of the service. On the basis of this information, alter-
natives for service levels and their goals are defined. Depending on the specific requirements of
the customer, SLAs may be specific as well.
• Definition of metrics: In the phase of defining and selecting service metrics, only metrics should
be selected that can be met, measured, and controlled, along with those that cannot be inter-
preted differently.
• Definition of security requirements: The customer’s internal security standards should be used
when defining security requirements.
• Agreement on the textual draft: Prior to displaying the contract to the contracting parties for
signing, the text of the contract should be coordinated with the legal department, the purchasing
department, and with top management.