Service level agreements and management thereof

• US 7,979,562 B2
• Filed: 10/06/2006
• Issued: 07/12/2011
• Est. Priority Date: 10/22/1999
• Status: Active Grant

• Current Assignee: Verizon Laboratories Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Laboratories Incorporated (Verizon Communications Inc.)
• Inventors: Sinha, Himanshu S.
• Primary Examiner(s): Blair; Douglas B
• Application Number:
  US11/539,489
• Publication Number:
  US 20070088819A1
• Time in Patent Office: 1,740 Days
• Field of Search: 709/224, 709/228
• US Class Current: 709/228
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: H04L 41/5003 Managing SLA; Interaction between SLA and QoS
• CPC Class Codes: H04L 41/5009 Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
• CPC Class Codes: H04L 41/5019 Ensuring fulfilment of SLA
• CPC Class Codes: H04L 47/20 Traffic policing

Abstract

Method and apparatus for service level agreement formation and management is described. More particularly, a service level agreement (SLA) manager is described. This SLA manager comprises an admission controller, a specification module and a performance measurement module. Such SLA manager is interposed between one or more client computer systems and a service provider computer system.

Claims

1. A system comprising:

a client computer system;

a service provider computer system configured to present to the client computer system a list of service implementations offered, wherein the client computer system is configured to select at least one of the service implementations offered and provide usage information for each selected service implementation; and

a service level agreement manager tangibly embodied in a computing device in communication with the client computer system and the service implementation and configured to receive the usage information for the selected service implementation from the client computer system, the service level agreement manager comprising;

an admission controller configured to control admission of the client computer system to the service implementation using a service level agreement;

a performance measurement module in communication with the admission controller and configured to measure performance of the service implementation; and

a specification module in communication with the admission controller and with the performance measurement module, wherein said specification module is configured to determine whether a basis for forming the service level agreement exists based on the usage information received from the client computer system and the measured performance of the selected service implementation.

2. The system of claim 1, wherein the specification module is configured to compare service implementation performance data and client usage information.

3. The system of claim 2, wherein said client usage information is received from the client and includes anticipated usage information for the selected service implementation.

4. The apparatus of claim 1, wherein said specification module is configured to provide specification information associated with a resulting service level agreement to said admission controller when a basis for forming the service level agreement exists.

5. A method for service level formation, comprising:

providing a client computer system;

presenting to the client computer system a list of service implementations offered by a service provider;

selecting at least one of the service implementations;

providing a service level agreement manager, the service level agreement manager having an admission controller, a specification module and a performance measurement module;

establishing communication between the client computer system and the service level agreement manager;

invoking the specification module of the service level agreement manager;

obtaining performance information from the performance measurement module;

obtaining usage information from the client computer system; and

comparing the obtained performance information for the selected service implementation and the usage information received from the client computer system to determine if there exists a basis for forming a service level agreement.

6. The method of claim 5, further comprising:

forming the service level agreement; and

providing the admission controller with specification information from the service level agreement formed.

7. The method of claim 5, wherein said client usage information includes anticipated usage information for the selected service implementation.

8. An apparatus comprising:

a service provider computer system configured to present to a client computer system a list of service implementations offered;

a service level agreement manager tangibly embodied in one or more computing devices and configured to receive usage information from the client computing system for a selected service implementation based on the list of service implementations, wherein the service level agreement manager includes;

an admission controller configured to control admission of the client computer system to the service implementation using a service level agreement;

a performance measurement module in communication with the admission controller and configured to measure performance of the service implementation; and

a specification module in communication with the admission controller and with the performance measurement module, wherein said specification module is configured to determine whether a basis for forming the service level agreement exists based on the usage information received from the client computer system and the measured performance of the selected service implementation.

9. The apparatus of claim 8, wherein the admission controller is configured to receive information about the service level agreement if the basis for forming the service level agreement exists.

10. The apparatus of claim 8, wherein the service level agreement manager is configured to provide the client computer system with a notification that the usage information received from the client computer system is in excess of a service provider'"'"'s capacity if no basis for forming the service level agreement exists.

11. The apparatus of claim 8, wherein the usage information includes anticipated usage information for the selected service implementation.