Sistemi di Monitoraggio della qualità e SLA Power Quality Project Giovanni Lanza OSS Europe Business Development Manager Agilent Technologies Cosma Damiano De Angelis Direttore Tecnico Harpa Italia
Agilent Market focus Test and Measurement Semiconductor Products Automated Test Life Sciences and Chemical Analysis Test & OSS here Agilent Laboratories Field offices in more than 110 countries
Developing a SLA Strategy Best Practices Keep it simple Create an SLA methodology Business and operations negotiation Concise and manageable One size does not fit all Document expectations & responsibilities of both parties Customer usage limits Specific performance guarantees Customer reporting to confirm QoS Adequate compensation for noncompliance Stress quantifiable service metrics Measurable, verifiable, achievable Tie to customer business results Substantiated by internal achievement records, industry benchmarks Communicate market success Users Executive management
SLA & SLO Monitoring Two key components: Service Level Objectives Based on specific KPI/KQI SLA Compliance Requirements Conformance Period Compliance Value Proactive Thresholding on overall compliance Predictive Compliance for Conformance Period
Operating SLA Example Service Availability > 99,9 % between the hours of 8am - 8pm with an overall compliance (measurements) percentage > 98% Over a period of all months with the exclusion of August. And TERMS Never exceed a specific measurement limit
SLA Management System SLA Compliance Reporting (real-time) Service Level Service Reporting Level Reporting QOS Testing Active, Passive and Custom tests Automatic Service Discovery Correlated Service Model Representation QOS Reporting Automatic, real-time & historic (trends) Service Base-lining To determine normal service behavior To alert on abnormal behavior Flexible SLA Parameters Tools to negotiate attainable SLAs SLA Monitoring Monitor specific SLA performance Troubleshoot potential SLA problems Predictive SLA Monitoring Predict whether SLA will fail and date SLA Reporting To promote SLA Compliance Market & buy SLA capabilities Business Strategy Business Strategy Individual SLAs SLAs Service Class Class SLAs SLAs SLA Monitoring Attainable SLA Parameters Configure SLA SLA Enhance Service Baseline Service Baseline Service QOS Testing QOS Testing Customer Perception Getting the service they paid for or superior service performance Accessible real-time SLA compliance reports 24hours a day 7 days a week Operational Decisions Efforts directed and focused on service performance Efforts focused on enhancing service from customer perspective Business Decisions Evaluate service from the competition Generate additional Revenues
SLA reporting
Probes / Data Collection & Management Systems Block Schema Service Quality and SLA Information Service Quality Management Chain Firehunter SLA Manager M3 Service quality Dashboard Probes Aggregation and Supervision System Power Quality Measurement Probes Elaborates and presents SLA computation and reports Stores, manages, elaborates and presents service quality data from probes, used for SLA computation Aggregates raw data from probes and provides a management interface Provides raw service quality measurement data from electric power network Raw Measurement Data Sis.Con.
Probes and Data Collection & Management Systems Architecture Aggregated Measurement data PASS Server Measurement data WAN IP Network PASS Client PQMP PASS Client Raw data PASS Client PASS Client PQMP PQMP Raw data PQMP Raw data Raw data Sis.Con.
HMS.HARPAITALIA.IT M 3 : Monitoraggio della qualità dell energia WWW.HARPAITALIA.IT
LA COMUNICAZIONE TRA I SITI REMOTI ED IL CENTRO DI CONTROLLO 2
L INTERFACCIA WEB - Frequenza - Ampiezza della tensione - Variazioni della tensione - Variazioni rapide della tensione - Buchi di tensione - Brevi interruzioni della tensione - Lunghe interruzioni della tensione - Sovratensioni temporanee alla frequenza di rete tra fasi e terra - Sovratensioni transitorie tra fasi e terra - Squilibrio della tensione di alimentazione - Tensioni armoniche - Tensioni interarmoniche - Trasmissione dei segnali sulla rete di alimentazione 3
REPORTISTICA WEB 4
GLOBAL MONITORING 4
UPS MONITORING 4