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Are you SLA-Ready?
Nicholas Ferguson
Trust-IT Services & SLA-Ready
SLA-Ready Workshop | Cloud Forward 2016
19 October 2016 | Madrid, Spain
What is SLA-Ready?
Making SLAs readily usable in the EU private sector
Contribute to creating greater transparency & trust in
cloud SLAs
Provide a SLA Common Reference Model
Educate and empower (prospective) cloud customers
Encourage a culture of trust & transparency amongst
providers
Contribute to standardisation in cloud SLAs.
1/1/2015 – 31/12/2016
Partners
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
Cloud as an
enabler of IoT,
BigData and
innovation
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
The times they are a changin’
Source: Blue Skies Ahead? The State of Cloud Adoption, Intel Security 2016; Cyber Security Breaches Survey, UK Gov 2016
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
BUT! Is it really so clear cut?
SMEs need more support
Complex terminology & legal
uncertainty
Are my data secure and how
are SLOs monitored?
How to unsubscribe/change
provider?
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
How do we overcome these challenges?
“You won’t need an IT guy. You’ll need a SLA expert!”
Raj Samani - CTO at INTEL Security @SecureCloud2016 Dublin Ireland
TRANSPARENCY
&
TRUST
IN CLOUD
SLAs
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
The SLA Common Reference Model
Case studies, state of practice,
standards & best practice
Technical, Security, Legal, Socio-
economic user requirements:
30 essential elements of an SLA
were identified and divided into 8
groups
8
Choice of law
Roles &
responsibilities
Update
frequency
SLA duration
SLA Language
Machine-readable
Contact
availability
Unilateral
change
Service credit
Security SLOsSLO metrics
Personal data SLOs
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
The foundation for support to customers and providers
www.sla-ready.eu/common-
reference-model
Help to cloud customers
Over 20 cloud SLA use cases
9
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
Use cases mapped & soon
to be searchable by:
•User type
•User maturity
•Cloud lifecycle phase
•Cloud usage
http://www.sla-ready.eu/sla-
ready-new-use-cases
Helping customers see what others are doing
Help to cloud customers
SLA-AID – Online tool
10
30 Questions to navigate your
way through cloud SLAs
• Questions cover Common
Reference Model elements
• Helping customers decide on
importance for each element
• Recommendations reflect good
practice for each element
• Recommendations ordered by
priority for end-user
• Customised downloadable
report available
http://sla-aid.sla-ready.eu/
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
Leading customers in a step-wise
approach to comparing SLAs
Supporting Cloud Service Providers provide
transparent and trusted SLAs
SLA Self-assessment service
CSP SLA questionnaire
based on Reference Model
Repository of assessed SLAs
SLA-Readiness Index ranks
SLA on transparency
Sustained beyond SLA-
Ready through the CSA Star
Watch
11
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
Encouraging a culture of transparent and
trusted cloud SLAs
SME workshops for customers & providers
Promoting SLA-Ready tools & services to European ICT
Clusters and National Trade Associations
12
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
Thank you!
Nicholas Ferguson, Trust-IT Services
n.ferguson@trust-itservices.com
@SLAReady www.sla-ready.eu
SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016

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Are you SLA-Ready?

  • 1. Are you SLA-Ready? Nicholas Ferguson Trust-IT Services & SLA-Ready SLA-Ready Workshop | Cloud Forward 2016 19 October 2016 | Madrid, Spain
  • 2. What is SLA-Ready? Making SLAs readily usable in the EU private sector Contribute to creating greater transparency & trust in cloud SLAs Provide a SLA Common Reference Model Educate and empower (prospective) cloud customers Encourage a culture of trust & transparency amongst providers Contribute to standardisation in cloud SLAs. 1/1/2015 – 31/12/2016 Partners SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
  • 3. Cloud as an enabler of IoT, BigData and innovation SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
  • 4. The times they are a changin’ Source: Blue Skies Ahead? The State of Cloud Adoption, Intel Security 2016; Cyber Security Breaches Survey, UK Gov 2016 SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 BUT! Is it really so clear cut?
  • 5. SMEs need more support Complex terminology & legal uncertainty Are my data secure and how are SLOs monitored? How to unsubscribe/change provider? SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 How do we overcome these challenges?
  • 6. “You won’t need an IT guy. You’ll need a SLA expert!” Raj Samani - CTO at INTEL Security @SecureCloud2016 Dublin Ireland
  • 7. TRANSPARENCY & TRUST IN CLOUD SLAs SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
  • 8. The SLA Common Reference Model Case studies, state of practice, standards & best practice Technical, Security, Legal, Socio- economic user requirements: 30 essential elements of an SLA were identified and divided into 8 groups 8 Choice of law Roles & responsibilities Update frequency SLA duration SLA Language Machine-readable Contact availability Unilateral change Service credit Security SLOsSLO metrics Personal data SLOs SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 The foundation for support to customers and providers www.sla-ready.eu/common- reference-model
  • 9. Help to cloud customers Over 20 cloud SLA use cases 9 SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 Use cases mapped & soon to be searchable by: •User type •User maturity •Cloud lifecycle phase •Cloud usage http://www.sla-ready.eu/sla- ready-new-use-cases Helping customers see what others are doing
  • 10. Help to cloud customers SLA-AID – Online tool 10 30 Questions to navigate your way through cloud SLAs • Questions cover Common Reference Model elements • Helping customers decide on importance for each element • Recommendations reflect good practice for each element • Recommendations ordered by priority for end-user • Customised downloadable report available http://sla-aid.sla-ready.eu/ SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 Leading customers in a step-wise approach to comparing SLAs
  • 11. Supporting Cloud Service Providers provide transparent and trusted SLAs SLA Self-assessment service CSP SLA questionnaire based on Reference Model Repository of assessed SLAs SLA-Readiness Index ranks SLA on transparency Sustained beyond SLA- Ready through the CSA Star Watch 11 SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016 Encouraging a culture of transparent and trusted cloud SLAs
  • 12. SME workshops for customers & providers Promoting SLA-Ready tools & services to European ICT Clusters and National Trade Associations 12 SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016
  • 13. Thank you! Nicholas Ferguson, Trust-IT Services n.ferguson@trust-itservices.com @SLAReady www.sla-ready.eu SLA-Ready Workshop @ Cloud Forward 2016, 19 October 2016

Notes de l'éditeur

  1. Where is the SLA and how long is it? What is covered in it? Is there a help desk or number I can call? In what situations do I get service credits? How is service performance measured? Are Service Level Objectives clear and do they follow standardised formats? Are there specific data protection SLOs? How do I know if service objectives are being reached? How do I know if changes have been made and can the provider do this without telling me?
  2. Secure Cloud 2016 - Dublino