wiSLA Ideology and Approaches to Service Quality Management

The nature of IP-based services requires continuous monitoring of key quality indicators. Such continuous monitoring involves the use of software and hardware tools for collection, analysis, and visualization of quality indicators of controlled services, as well as the registration of, and prompt response to, events of quality degradation or emergency.
In the wiSLA hardware and software system, the following ideology is integrated:
  • Conflict Management
  • Service Quality Management – SQM
  • Service Level Management – SLA/SLM
  • Customer Experience Management – CEM
To effectively address the issue of conflict management in the provision of communications services and cloud services, the wiSLA platform supports a variety of common communication technologies, including physical (copper, optical, radio) and logical (L2 VPN, L3 VPN, Internet) levels. The wiSLA platform incorporates a wide range of modern techniques of service quality measurement, including both passive monitoring (extraction of data from active network equipment), and active measurement (using hardware probes installed "in break"). The system can perform both scheduled measurements and measurements on demand.
The wiSLA platform connects the SLA management process with life cycle management of the service (PLM), and provides support of the services at all stages:
  • Product development and establishment of the company's quality policies
  • Commissioning of the service
  • Delimitation of responsibilities and continuous monitoring
  • Proactive response to quality degradation
  • Runtime diagnostics and troubleshooting
  • Generation of simple and understandable SLA reports, on which bill adjustment is based
  • Analysis of the quality of services provided, and making decisions on network upgrades