Contents:
- Scope
- Executive Summary
- 1. Introduction
- 2. Trusted Service Provider
- 3. Lifecycles 4. Measurement and Management
- 5. SLA Terms for Storage and Preservation
- 6. Capacity Management
- 7. SLA Standards and Reference Models
- 8. Example
- 9. Conclusion
- 10. Glossary
- 11. Annexes
- 12. References.
This report looks at preservation services, whether out-sourced or in-house and the considerations that are important when defining the service level agreement (SLA) with the service provider. The majority concerns a proposal of 21 capabilities, 12 features of interest, 15 metrics, 12 quality of service terms, 4 constraints, 6 pricing terms and 7 penalty terms to be included in a Service Level Agreement with a preservation service provider. It also covers determining trust through auditing techniques such as TRAC; how measurement and its management can ensure that KPIs in SLAs are met and presents an overview of automated capacity management driven by machine readable SLA specifications.
This report provides valuable input on the management of av preservation services because its SLA modelling terms are explicitly relevant to audiovisual preservation. Its premis is that the preservation of digital objects necessitates the use of IT systems. This then provides the opportunity for automated, detailed monitoring and management of those systems to ensure a well defined quality of service. This can be done with SLA based, automated capacity management (through web service and grid techniques). For small and medium sized archives, the report is probably most useful as a guideline in SLA negotiation and development when outsourcing preservation services. Given their generally low IT maturity level, it is probably not relevant for in-house applications.