CAN/CSA-ISO/IEC 19086-1:18
Current
The latest, up-to-date edition.
Information technology — Cloud computing — Service level agreement (SLA) framework — Part 1: Overview and concepts (Adopted ISO/IEC 19086-1:2016, first edition, 2016-09-15)
Hardcopy , PDF
English
01-01-2018
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Symbols and abbreviated terms
5 Overview of SLAs for cloud services
6 Relationship between the cloud service agreement
and cloud SLAs
7 Cloud SLA management best practices
8 The role of cloud service level objectives, cloud service
qualitative objectives, metrics, remedies and exceptions
in the cloud SLA
9 Cloud SLA components
10 Cloud SLA content areas and their components
Bibliography
Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). Scope This document seeks to establish a set of common cloud SLA building blocks (concepts, terms, definitions, contexts) that can be used to create cloud Service Level Agreements (SLAs). This document specifies a) an overview of cloud SLAs b) identification of the relationship between the cloud service agreement and the cloud SLA c) concepts that can be used to build cloud SLAs, and d) terms commonly used in cloud SLAs. This document is for the benefit and use of both cloud service providers and cloud service customers. The aim is to avoid confusion and facilitate a common understanding between cloud service providers and cloud service customers. Cloud service agreements and their associated cloud SLAs vary between cloud service providers, and in some cases different cloud service customers can negotiate different contract terms with the same cloud service provider for the same cloud service. This document aims to assist cloud service customers when they compare cloud services from different cloud service providers. This document does not provide a standard structure that can be used for a cloud SLA or a standard set of cloud service level objectives (SLOs) and cloud service qualitative objectives (SQOs) that will apply to all cloud services or all cloud service providers. This approach provides flexibility for cloud service providers in tailoring their cloud SLAs to the particular characteristics of the offered cloud services. This document does not supersede any legal requirement.
| DocumentType |
Standard
|
| ISBN |
978-1-4883-1033-1
|
| Pages |
53
|
| PublisherName |
Canadian Standards Association
|
| Status |
Current
|
Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). Scope This document seeks to establish a set of common cloud SLA building blocks (concepts, terms, definitions, contexts) that can be used to create cloud Service Level Agreements (SLAs). This document specifies a) an overview of cloud SLAs b) identification of the relationship between the cloud service agreement and the cloud SLA c) concepts that can be used to build cloud SLAs, and d) terms commonly used in cloud SLAs. This document is for the benefit and use of both cloud service providers and cloud service customers. The aim is to avoid confusion and facilitate a common understanding between cloud service providers and cloud service customers. Cloud service agreements and their associated cloud SLAs vary between cloud service providers, and in some cases different cloud service customers can negotiate different contract terms with the same cloud service provider for the same cloud service. This document aims to assist cloud service customers when they compare cloud services from different cloud service providers. This document does not provide a standard structure that can be used for a cloud SLA or a standard set of cloud service level objectives (SLOs) and cloud service qualitative objectives (SQOs) that will apply to all cloud services or all cloud service providers. This approach provides flexibility for cloud service providers in tailoring their cloud SLAs to the particular characteristics of the offered cloud services. This document does not supersede any legal requirement.
| Standards | Relationship |
| ISO/IEC 19086-1:2016 | Identical |
| ISO/IEC 17998:2012 | Information technology — SOA Governance Framework |
| ISO 9241-171:2008 | Ergonomics of human-system interaction — Part 171: Guidance on software accessibility |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO/IEC 27017:2015 | Information technology — Security techniques — Code of practice for information security controls based on ISO/IEC 27002 for cloud services |
| EN 301 549 : 1.1.2 | ACCESSIBILITY REQUIREMENTS SUITABLE FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE |
| ISO/IEC 38500:2015 | Information technology — Governance of IT for the organization |
| ISO/IEC 29151:2017 | Information technology — Security techniques — Code of practice for personally identifiable information protection |
| ISO/IEC 27002:2013 | Information technology Security techniques Code of practice for information security controls |
| ISO/IEC 27018:2014 | Information technology Security techniques Code of practice for protection of personally identifiable information (PII) in public clouds acting as PII processors |
| ISO/IEC 40500:2012 | Information technology — W3C Web Content Accessibility Guidelines (WCAG) 2.0 |
| ISO/IEC 20000-1:2011 | Information technology Service management Part 1: Service management system requirements |
| ISO/IEC 19086-3:2017 | Information technology — Cloud computing — Service level agreement (SLA) framework — Part 3: Core conformance requirements |
| ISO/IEC 19944:2017 | Information technology Cloud computing Cloud services and devices: Data flow, data categories and data use |
| ISO/IEC Guide 71:2014 | Guide for addressing accessibility in standards |
| ISO/IEC 27040:2015 | Information technology — Security techniques — Storage security |
| ISO/IEC 17789:2014 | Information technology — Cloud computing — Reference architecture |
| ISO/IEC 17788:2014 | Information technology — Cloud computing — Overview and vocabulary |
| ISO/IEC 24751-1:2008 | Information technology Individualized adaptability and accessibility in e-learning, education and training Part 1: Framework and reference model |
| BS 10012:2009 | Data protection. Specification for a personal information management system |
| ISO/IEC 29100:2011 | Information technology — Security techniques — Privacy framework |
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