New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager
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Brochure New generation tool to enable comprehensive SLA management HP Universal Service Level Agreement Manager
Brochure | HP Universal Service Level Agreement Manager
HP’s comprehensive approach to Service Level Agreement (SLA)
management helps service providers (SPs) accelerate the
development of new operating models by ensuring that the
business impact of any service delivered to any client is now
automatically controlled with the appropriate individual SLA.
Comprehensive SLA management establishes trust and
higher value relationships
Sustaining client satisfaction with the quality of the networks, services, and applications is
turning into a critical objective for SPs. Evidence to demonstrate what SPs have explicitly
committed or are legally expected to deliver has been a requirement for long time. But rapidly
growing numbers of more diverse SLAs is now mandating a new generation of tools to enable
massive number of contracts to cope with new business models.
Historically, SLA management was addressed as part of the back-end or Customer Account
Management’s scope and SLAs were calculated and reported upon in batch mode using
homegrown solutions and significant manual reconciliation tasks. SLA management in telecom,
like in other verticals, has evolved overtime, driven by different factors such as increased
dependency of enterprise businesses on communications services, success of mobile services
in the corporate segment, growing availability of virtualized services, legal and regulatory
obligations, and the need to reduce the operational spending on SLAs. Extending the reach of
traditional quality of service management solutions and relying on new and powerful tools in
the service management space that can provide detailed information about the actual service
experience up to each individual, new generation of SLA management applications can now
leverage that information to monitor and report for business impact on each possible individual
client or provider agreement.
Figure 1. Complexity
Towards omnipresent SLAs to support a
“certified” market place
Customer experience Global virtualized
management market
One to many Many to many
2 4
‘1Ms ‘100Ms
‘1000s ‘1Ms
1 3
VIPs / OLAs Clouds (computing and
storage)
One to one
One to many
Volumes
2
Brochure | HP Universal Service Level Agreement Manager Service providers are now more and more dependent upon their IT and Value Added Services
(VAS) departments to satisfy corporate governance objectives, deliver competitive advantage,
and meet increasing client demand for 24x7 services. Furthermore, when it comes to
outsourcing IT services, building infrastructure, or application clouds, various organizations or
entities interested in providing/consuming resources, now available “as a service,” are urgently
looking at having more comprehensive control on the actual implementation and execution
of services—embracing the full delivery chain with data centers and access networks. This
has created new requirements for the operations organizations in terms of automating SLA
management processes, instantiating SLA contracts, getting near real time visibility on SLAs
status, proactively detecting and solving SLA affecting issues, reporting on SLA achievements
and calculating business impact like time or money credits in case of SLA deviation.
For service providers working to capitalize on relationships with content providers or to develop
and nurture a community of loyal clients, the concept of insuring through industrialized
SLA management the service of the third-party application or content is required to establish
trust in new virtualized market places.
HP Universal SLA Manager solution
Solution overview
HP has leveraged its proven solutions in network and service management systems for SPs
and IT management for enterprises to build an innovative product for SLA management—the
HP Universal SLA Manager.
HP Universal SLA Manager (USLAM) is a solution that automates the management of obligations
between SPs and clients of supported services. It addresses the operational processes
associated with defining and managing the SLA compliance to client contracts as well as SLA
analysis and adjustment. The solution defines, monitors, and reports on high numbers of
SLAs and a wide range of possible SLA clauses such as time to deliver a service, compliance to
service performance objectives, or trouble resolution mean time commitments. The HP solution
provides SLA operations and SLA administration teams with the essential means to define,
maintain, and improve service quality, through a constant cycle of agreeing, monitoring, and
reporting upon service level achievements.
Once integrated with billing, client care, and other traditional management platforms, the HP
Universal SLA Manager solution:
• Automates creation, administration, and reporting for high numbers of SLAs as contractual
obligations
• Manages legal risk and change through a standardized, automated, and controlled
SLA lifecycle
• Supports Service Improvement Plan process with SLA history related data and reports
• Manages financial risks through real time monitoring and proactive penalty calculation
3
Brochure | HP Universal Service Level Agreement Manager HP Universal SLA Manager is certified by the TeleManagement Forum (TMF) for Frameworx
conformance to the full life cycle (Level 3) processes of the Customer QoS/SLA Management
(Level 2) core process in eTOM 8.0, and utilizing SID 9.0 for its meta model. Furthermore,
HP USLAM combines these SLA management best practices and standards with Service Level
Management capabilities as defined in IT Infrastructure Library v3 (ITIL v3), the most widely
accepted approach to IT service management worldwide. By providing a way to industrialize the
production and management of SLAs, the HP Universal SLA Manager brings down the cost of
each individual SLA, allowing service providers to start concretely thinking about extending SLA
offerings for their multiple activities to a much broader audience.
With complete and managed SLAs, a service provider retains the role of trusted supplier of
applications or contents, where the subscriber views the service offering as one exhibiting
“carrier” quality even though it comes from third parties, and is being delivered by that SP.
Solution features
The HP Universal SLA Manager solution is available as a comprehensive, open, and highly
scalable platform that is designed to standardize and automate the operations of very large
number of SLAs (several millions), drastically reducing the need for costly and error prone
manual intervention.
With one single platform for all types of enterprises, suppliers, or internal SLAs, the
HP Universal SLA Manager offers one comprehensive environment to closely track penalties
due and penalties to be collected so that you can take actions and align resources and
investments accordingly.
The key features of HP Universal SLA Manager include:
Open service and SLA repository, with SLA lifecycle management, bring standardized SLA
templates that are built in advance, with user defined and generic service models and service
metrics. Thanks to these features, the solution enables mass upload and synchronization
of SLAs. Designed to be integrated into the existing OSS/BSS/IT environment, the solution
provides open interfaces for automated, safe, and efficient data load and synchronization.
This feature offers:
• Inventory data synchronization with services, service offerings, and SLA import/export
• Rule based SLA creation
• SLA lifecycle with automated scheduling
• Holiday schedules, service hours, or contractual exclusions/exceptions
• User roles (including validation)
• Audit logs
• Audit reporting
Figure 2.
The HP Universal SLA Manager factory map
CRM and billing integration
Data load and workflow
Management Clients and Reporting and
dashboard suppliers portal analysis
Templates,
Calculation
Calculation
Calculation
Calculation
Calculation
Calculation
services and
engine
engine
engine
engine
engine
engine
SLAs
repository
SLA lifecycle
Access control and auditing
Contractual KPIs
Client
management
Products Suppliers
Assurance
Products Third-party Clients
management
4Brochure | HP Universal Service Level Agreement Manager High volume SLA compliance calculation and reporting— the telecom scale calculation engines
compute real time SLA compliance status enabling close surveillance of all types of client
or provider SLAs. A client portal provides end-user access to predefined and automatically
scheduled reports against contractual agreements as well as on-demand analytics reports.
This feature provides:
• Unique architecture to cope with real time and high volumes
• Configurable data acquisition framework for multiple data sources integration (including
counters, tickets, and downtime types)
• Automatic support for late data arrival
• On-demand recalculation
• Data resynchronization
• Service hours, planned maintenance
• SLA breach analysis (events drill down)
• Action executors framework for customizable, automated actions, and notifications
Open and flexible architecture—based on industry standards, HP USLAM has flexible and
distributed architecture that enables easy and secure extension to accommodate new sets of
SLAs for enhanced or new services.
Thanks to open APIs, the HP USLAM platform seamlessly integrates with existing or new
management system components to collect data and trigger appropriate actions because of
SLA status or value changes.
Solution benefits
• The cross-company Standard Service Level Repository with standard rules and templates:
--Reduces number of non-compliant, non-standard contracts
--Manages increased contract volume and complexity with same staff
--Manages service level definitions in one place with enterprise specific SLA calculation and
business impact calculation rules
--Enables better auditable process
• The ability to capture, store, and maintain successive approved versions of SLA contracts:
--Lowers risks and costs associated with traditional, paper-based SLA management
--Improves time to value for new or renewed SLAs
--Enables better auditable process
--Improves SLA accessibility and visibility across the organizations
Figure 3.
Discover, monitor, analyze, and report on SLAs
with HP Universal SLA Manager
5Brochure | HP Universal Service Level Agreement Manager • The continuous calculation of real time SLA status, SLAs compliance, and business
impact values:
--Provides accurate SLA calculation from multiple application and business systems
--Reduces cost for efficient calculation of high volume of commercial and operational SLAs
--Enables proactive corrective actions to avoid estimated business impact like remedy costs or
service level credits
--Reduces client arguments with support of manual SLA adjustment and automatic calculation
of contractual exceptions
• The SLA status change notification and automated action triggering allow to:
--Communicate accurate information in real time to the appropriate organizations
--Automate escalations based on SLA values and properties
--Integrate smoothly into existing operational data flows
--Have users self-subscribing to alerts and notifications
• Committed and validated SLAs reports, with secure access, allow to:
--Provide consistent and improved communication process with end-clients
--Save time and effort, reduce errors in client reporting
--Provide contract parties and management with SLAs business data and dashboards with
current and historical service level performance
--Support customizable analytical reports on service level performances for service, clients,
contracts, service offerings, and more
--Automate massive production and communication of contractual reports
Client use case examples
Example 2
Example 1
Wireline communications service provider
Business challenges and objectives
• Demonstrate compliance to fair competition regulations
• Increase market offering and enterprise client loyalty with service
guarantees for small and
medium business (SMB) clients
• Extend SLM market reach with support of millions of SLA clauses
How we help with HP USLAM solution to provide:
• High scale calculation engine
• Mass end-user reporting with automated publisher
• Integration with complex existing OSS environment
• Automatic creation of SLAs on service activation
Benefits
• Proactive monitoring capability thanks to real time status
• End-user detailed contractual reports
• Automated notification on incidents
6Brochure | HP Universal Service Level Agreement Manager
Solution neighborhood
HP Operations Support System (OSS) solutions help communication service providers solve
business problems related to managing their clients’ experience and the operations of network
and services through optimizations targeting organizations, processes, and software tools.
HP OSS solutions are built on our over 20 years of experience deploying OSS solutions at
several hundreds of leading operators worldwide. Uniquely, we offer true one-stop shopping
for a complete, integrated OSS Assurance and Fulfillment Solution, from end-to-end business
transformation governance, to solution design, software, hardware, and integration through
delivery and ongoing support.
In addition to the HP Universal SLA Manager, the HP OSS solution portfolio includes:
OSS Assurance Solutions
The integrated HP OSS Assurance Solutions provide visibility of the client experience and
its relation to the health of the telecom, IT, and IP network and services, and automatically
trigger incident and problem management processes to handle any client, service, or
network issues.
OSS Fulfillment Solutions
The integrated HP OSS Fulfillment Solutions address multi-service and multi-technology
fulfillment processes for both high-volume and tailored business services. The solutions
help CSPs streamline and automate their entire service order to delivery cycle by preparing
their infrastructure to take orders, decomposing and fulfilling the orders, and maintaining an
inventory of the resources required to deliver those orders.
The HP advantage
As the trusted partner for OSS projects, HP has the unique combination of many years of
consulting experience gained from small to very large and complex OSS transformation
projects worldwide, industry-leading solutions, mature deployment methodologies, and highly
experienced delivery teams.
HP is an active member of the TMF, helping drive the development and adoption of TMF
Frameworx standards. HP is equally active with ITIL and is the only technology vendor to author
one of the five ITIL v3 core books. In addition, HP has authored the ITIL glossary and has built
the overarching process maps for the new library. Combining this rich experience, HP brings the
best of both to our consulting and product development. An active participation in TMF and ITIL,
as well as other standard bodies closely aligns HP solutions with where the industry is going, so
investments made today continue to pay off long into the future.
The HP OSS solution is:
• Built on more than 20 years of deep and broad OSS experience
• Successful in more than 400 client deployments worldwide
• Backed by a portfolio of more than 300 field-proven best practices
Further, the HP OSS solution:
• Gives clients access to 10,000 HP Services personnel available in more than 170 countries
• Enables fast deployment with minimal disruption to existing operations, together with
HP global delivery and integration teams
• Gives clients the peace of mind that comes with local experts based near them, who speak
their language
• Brings HP Enterprise Services with a complete capability to manage and operate OSS
• Overall, HP can offer a variety of financing and operating approaches for OSS, depending on
the individual needs of a client
7Brochure | HP Universal Service Level Agreement Manager
HP Services
HP Solution Lifecycle Services offers a complete services portfolio for communication
services providers to include:
Consulting: HP Solution Consulting Services helps define business transformation and
translates strategies into actionable solutions.
Implementation: HP Solution Implementation Services offers a low-risk project lifecycle
across design, development, customization, and network and system integration.
Management: HP Solutions Management Services increases the operational efficiency
of your existing solutions, including reactive, proactive, operational, and enhancement
management services.
Outsourcing: HP Services offers a variety of sourcing options—including IT and
infrastructure outsourcing, application management, and business process
outsourcing—designed to improve business agility while reducing your
operational expenses.
Global citizenship at HP
At HP, global citizenship is our commitment to hold ourselves to high standards of
integrity, contribution, and accountability in balancing our business goals with our
impact on society and the planet. To learn more, visit hp.com/hpinfo/globalcitizenship,
and for information about HP environmental programs, go to hp.com/environment.
For more information
Bring innovation to your OSS to gain client insight and improved user
experience. To learn more, visit hp.com/go/oss.
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for
HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as
constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
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