Service Level Agreement – Challenges and Management

Today there are high percentage of businesses which are running on mission critical applications, delivered by today’s IT organizations. It is their lifeblood. Enterprise Management Associates, a popular analyst firm has predicted that, a single minute of downtime for technology-dependent organizations can cost them in excess of $15000 per minute. This is because, these applications drive the revenue, productivity and brand value for these technology specific company.

Service Level Agreement

In today’s world, where the applications and their delivery are continuously increasing in complexity with the passage of each year, importance of service level agreement or SLA management is also rising at the same rate. Service Level Agreement is important so as to meet the challenges around ensuring QoS or Quality of service. SOA or service oriented architecture has moved from a privilege to a must have IT initiative.

New services like cloud computing and desktop virtualization has added into the very complexity of these applications.Add to this complexity, the ever changing landscape of application delivery models, and the viewpoint of the user which are using these applications at the end is one of the most important measurement of whether SLA are being met.

Fully managing SLA with Aternity

Aternity provides advanced capabilities in analytics, by which organizations can take the benefit from understanding the performance issues much before end users do, and it also helps in determining the extent and impact of the problem. Finding the problem beforehand can help organizations to reduce dramatically the disruption in the service and this will lead to reduction in the cost of resolving these issues at the service level.

Aternity’s Frontline Performance Intelligence or FPI platform is made to address exactly this need . It helps in manage SLA compliance by validating the performance of the mission critical processes and services and also checking the availability of all the transactions happening at the end users side. It also verifies if the contractual commitments are being met and it also identifies the outliers.

Advantages of using Aternity’s Frontline Performance Intelligence(FPI) platform for SLA management

Using Aternity’s Frontline Performance Intelligence (FPI) for SLA management platform offers following benefits to the organization:

1. Configuration of SLAs are enabled by Aternity’s Frontline Performance Intelligence, on the basis of per location, application and activity level. It provides granular performance compliance scores.

2. SLA data scores can be stored for historical reference and for rapid reporting on SLA trends . It also show the key measurements that can impact the performance in present or future.

3. For the more accurate reporting of SLA penalties, Aternity’s Frontline Performance Intelligence(FPI) platform establishes unavailability penalties which is based on the volume of how the end user were actually experiencing the unavailability of the IT service

4. Real time analytics is provided by the Aternity’s Frontline Performance Intelligence(FPI) platform. It also provides the flexibility in creating reports to help IT organizations to prepare for the planned outages .

It also help them to manage the outages proactively and also rectify the issues which will help to protect from blackouts . It will also automatically identify the duplicate outages or any overlaps which will help to avoid double penalties.

Managing SLA compliance by validating performance and availability of all transactions for all end users are now made easy by Aternity’s Frontline Performance Intelligence (FPI) platform.

About the author


I am Vishal Gaikar, Engineer, Web Addicted, Living in Maharastra, India. Email Me @ vishal@techbucket.org


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