OUTLINE:
Whitepaper:
Service Level Agreements Using Hyperledger Fabric
Purpose of This Paper
The purpose of this paper is to describe and build a Service Level Agreement (SLA) prototype on Hyperledger Fabric using Composer while using existing software components as much as possible.
Our participants will leverage knowledge gathered during earlier collaborative projects to be able to deliver effectively and to not reinvent the wheel.
Intended Audience
Our intended audience is CIO's, CDO's, CTO's and Developers working in organizations whose performance is dependent on meeting Service Level Agreements both internally and externally. Our proposed solution will adhere to the Service Provider - Vendor model but can also be aligned to other technical service management models like those described in the ITIL methodology.
Introduction
A service level agreement (SLA) quantifies the details of a business contract between two business entities (in our case a service provider and a service vendor). These details include the minimum quality of the service provided, service uptime commitments (reliability) and technical support availability (responsiveness). Depending on the nature of them (internal, external etc.), the breach of SLAs could have legal consequences for the breaching party.
The steps of generating an SLA can be introduced as follow:
1- Negotiation and agreement: An essential step to agree on an SLA is quantifying the service levels using performance metrics. For instance the in ISP/Customer SLAs, the service uptime is typically provided by a percentage e.g., 99.999%.
The other vital part of an SLA is the clear description of the consequences of the breach of contract for the parties involved e.g., penalties, compensations etc.
2- Enforcement: The perfect SLA, if not accompanied by an efficient enforcement tool, would not satisfy the parties involved. The enforcement of the SLAs has many challenges:
a- Different interpretations of the SLA
b- Different measurements of the performance metrics (especially the metrics such as latency which are not very straightforward to measure)
c- Manual monitoring of the SLA parameters at all times.
This white paper explains... [start with a brief topic sentence that sums up what’s in the document. This section “tells them what you’re going to tell them.”]
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1.1 subsection--topic 1
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1.2 subsection--topic 2
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1.3 subsection--topic 3
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2. SLA Back & Front-End
This section describes an earlier application interface for the SLA solution including prints of the service provider -and vendor screens.
Back-end on Bluemix (Demo Transaction) :
Front-end interface:
Green = Service Provider screen
Purple = Vendor screen
Item 1
Item 2
Item 3
2.1 Ticket creation - service provider
From the provider screen, click 'Create'
2.2 Enter details and save
Enter the ticket details and click 'Save'
2.3 View created ticket
The ticket is created and the details are displayed. Note that the SLA details have been calculated by the blockchain.
2.4 Go back to List view
Vendor view
The Vendor views are displayed below
4.1 Refresh list to see new ticket
4.2 View the ticket
The details have been read from the blockchain
4.3 Accepting vendor ticket
Update the ticket by changing the status to Acknowledged, entering a comment and saving the ticket
Tickets appearing in service provider view
The following screens show the consequent service provider view
5.1 Notification on the service provider ticket
A notification appears indicating that the ticket has been updated
5.3 view the updated service provider ticket
Click on 'show' to see the update and the ticket has been set to acknowledged, and the Acceptance SLA has been calculated - in this case it has failed.
5.4 Vendor Updates
Going back to the Vendor view, we can resolve the ticket and set a comment and save
Note that the closure SLA is also being calculated
5.5 Service Provider move back in progress
On the service provider side you can close the ticket or put it back in progress
If you put it back in progress, the closure SLA status is cleared. You can then resolve the ticket in the vendor system.
Conclusions
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Further Resources
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Notes
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POINTS TO COVER
- Motivation / Problem
- Barriers
- Customer Groups
- Opportunities
Solution:
Platform
Team
Road map- Mission
- Use Cases
- Conclusion
This work is licensed under a Creative Commons Attribution 4.0 International License
creativecommons.org/licenses/by/4.0
Acknowledgements
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Whitepaper Standards Contributed by Learning Materials Development Working Group, Gordon Graham and Bobbi Muscara