Cross-client SLA management with the ysla language and engine

Abstract

Due to lack of standardization and automation, large-scale Service Level Agreement (SLA) management remains challenging for IT service providers. For instance, flexible re-use of SLA definitions across different client engagements is often poorly supported by current SLA management frameworks. In this demonstration we present the ysla Engine, a new SLA management framework implementing the YAML-based ysla language for modeling SLAs. ysla provides novel semantic constructs for adaptable SLA templates that formally separate metrics definitions from associated customer-specific classification/categorization taxonomies for monitored subjects. In our demonstration we model the common, but intricate industry use case of SLAs for incident management and demonstrate how ysla-based SLA templates and SLAs can foster cross-client SLA re-usability.