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Fwd: FW: Re: dwbp-ISSUE-184: Is an dqv:ServiceLevelAgreement a kind of certificate, or a standard? [Quality & Granularity Vocabulary]

From: Phil Archer <phila@w3.org>
Date: Fri, 12 Jun 2015 14:07:20 +0100
Message-ID: <557AD988.7060809@w3.org>
To: Public DWBP WG <public-dwbp-wg@w3.org>



-------- Forwarded Message --------
Subject: FW: Re: dwbp-ISSUE-184: Is an dqv:ServiceLevelAgreement a kind 
of certificate, or a standard?  [Quality & Granularity Vocabulary]
Date: Fri, 12 Jun 2015 12:05:18 +0000
From: Peter.Winstanley@scotland.gsi.gov.uk
To: phila@w3.org

not sure this is getting through to the wg

_____________________________________________
From: Winstanley FP (Peter)
Sent: 12 June 2015 12:50
To: public-dwbp-wg@w3.org
Cc: Brown D (David) (ISIS)
Subject: Re: dwbp-ISSUE-184: Is an dqv:ServiceLevelAgreement a kind of 
certificate, or a standard? [Quality & Granularity Vocabulary]


Hello Team


re: http://www.w3.org/2013/dwbp/track/issues/184

With thanks to a helpful conversation with my colleague David Brown:


SLA is a type of customer charter.  There is generally a top-level SLA 
which is a catalogue of services available to a customer together with 
the qualities available for  each of those services, perhaps with the 
option of levels of service for a scale of charges or similar.

So, in some respects an SLA is also and aggregation of minor SLAs, one 
for each service.

SLAs can be generalisable describing a spread of 'offerings' from an 
organisational unit to any of a range of other organisational units. 
Equally, it could be an individualised, tailored agreement between two 
parties.

It has some similarities to a contract - a formally negotiated agreement 
between parties - the key distinction being that it is not legally 
binding (otherwise it wouldn't be an SLA, it would be a contract)

But sometimes the levels described in the metrics are aspirational, 
other times they are definitive.  So sometimes an SLA is a collection of 
'promises'.


SLAs are "glued" together by OLAs [Operational Level Agreements] which 
tend to be between organisational units within larger organisation. 
E.g. within a company or government IT service delivery function there 
will be Desktop support, Network support, Data services etc

OLAs then refer to underpinning contracts with primary suppliers e.g. a 
company's network service team might have a contract with Vodaphone or 
other core service supplier.

So, it's perhaps neither a certificate nor a standard.  It is perhaps 
closer to a promise, but one which once made has a spectrum of potential 
consequences for the failure to comply with the promise, none of which 
would be accessible to level of legal redress that would be available 
under a contract.

I think the key for the dqv is to have a recursive property for the 
entity ServiceLevelAgreement   so that it can contain other SLAs, and 
that we should find some appropriate top level 'thing' to subclass SLA 
from.  Definitions should link with ITIL v3, COBIT etc.

Peter




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Received on Friday, 12 June 2015 13:07:21 UTC

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