Basis & SAP Administration: Case study: Iron fist in a velvet glove — IaaS service-level enforcement at the U.S. Department of the Interior

  • by Heather Knight, U.S. Department of the Interior
  • March 12, 2019
Get practical tips from the U.S. Department of the Interior’s (DOI) experience working collaboratively with its cloud service provider to craft workable incentive and disincentive structures for service-level agreement (SLA) enforcement.

Get practical tips from the U.S. Department of the Interior’s (DOI) experience working collaboratively with its cloud service provider to craft workable incentive and disincentive structures for service-level agreement (SLA) enforcement that, over the last year, has routinely caught and processed a number of SLA “misses,” resulting in nearly $200,000 in service credits. Explore the key features in DOI’s SLA framework, including:

  • Acknowledgment of the institutionally adversarial relationship
  • Narrow focus on a small number of critical SLAs with clear threshold criteria
  • A straightforward process for adjusting the “weighting” of events to reflect organizational priorities
  • Penalty calculation for the “availability” SLA that captures the impact of outages

Heather Knight

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