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  • ISO/IEC 19086-1:2016

    Current The latest, up-to-date edition.

    Information technology Cloud computing Service level agreement (SLA) framework Part 1: Overview and concepts

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Language(s):  English

    Published date:  21-09-2016

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO/IEC 19086-1:2016 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.

    ISO/IEC 19086-1:2016 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.

    ISO/IEC 19086-1:2016 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.

    ISO/IEC 19086-1:2016 does not supersede any legal requirement.

    General Product Information - (Show below) - (Hide below)

    Document Type Standard
    Product Note THIS STANDARD ALSO REFERS TO NIST/SP 800-53
    Publisher International Organization for Standardization
    Status Current

    Standards Referenced By This Book - (Show below) - (Hide below)

    BS ISO/IEC 19944:2017 Information technology. Cloud computing. Cloud services and devices: Data flow, data categories and data use
    BS ISO/IEC 19086-3:2017 Information technology. Cloud computing. Service level agreement (SLA) framework Core conformance requirements
    ISO/IEC 19944:2017 Information technology Cloud computing Cloud services and devices: Data flow, data categories and data use
    17/30346428 DC : 0 BS ISO/IEC 19086-2 - INFORMATION TECHNOLOGY - CLOUD COMPUTING - SERVICE LEVEL AGREEMENT (SLA) FRAMEWORK - PART 2: METRIC MODEL
    ISO/IEC 27036-4:2016 Information technology Security techniques Information security for supplier relationships Part 4: Guidelines for security of cloud services
    16/30336264 DC : 0 BS ISO/IEC 19086-3 - INFORMATION TECHNOLOGY - CLOUD COMPUTING - SERVICE LEVEL AGREEMENT (SLA) FRAMEWORK - PART 3: CORE CONFORMANCE REQUIREMENTS
    BS ISO/IEC 27036-4:2016 Information technology. Security techniques. Information security for supplier relationships Guidelines for security of cloud services
    BS ISO/IEC 19941:2017 Information technology. Cloud computing. Interoperability and portability
    SR 003 391 : 2.1.1 CLOUD STANDARDS COORDINATION PHASE 2; INTEROPERABILITY AND SECURITY IN CLOUD COMPUTING
    ISO/IEC 19086-3:2017 Information technology — Cloud computing — Service level agreement (SLA) framework — Part 3: Core conformance requirements
    CAN/CSA-ISO/IEC 27036-4:18 Information technology — Security techniques — Information security for supplier relationships — Part 4: Guidelines for security of cloud services (Adopted ISO/IEC 27036-4:2016, first edition, 2016-10-01)
    16/30313038 DC : 0 BS ISO/IEC 19944 - INFORMATION TECHNOLOGY - CLOUD COMPUTING - CLOUD SERVICES AND DEVICES: DATA FLOW, DATA CATEGORIES AND DATA USE
    ISO/IEC TR 38505-2:2018 Information technology — Governance of IT — Governance of data — Part 2: Implications of ISO/IEC 38505-1 for data management
    ISO/IEC 19941:2017 Information technology — Cloud computing — Interoperability and portability
    17/30313035 DC : 0 BS ISO/IEC 19941 - INFORMATION TECHNOLOGY - CLOUD COMPUTING - INTEROPERABILITY AND PORTABILITY
    SR 003 381 : 2.1.1 CLOUD STANDARDS COORDINATION PHASE 2; IDENTIFICATION OF CLOUD USER NEEDS

    Standards Referencing This Book - (Show below) - (Hide below)

    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
    SA/SNZ TR ISO/IEC 38505.2:2019 Information technology - Governance of IT - Governance of data Implications of ISO/IEC 38505-1 for data management
    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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