Service Models(Xaas)

>combination of service-oriented infrastructure(SOI) and cloud computing

realizes to Xaas.

> X as a service(Xaas)Anything as a Service or Everything as a Service.

>Xaas refers to an increasing number of services that are delivered over the
internet rather than provided locally or on-site.

> Xaas is the essence of cloud computing

Cloud Service Models

There are the following three types of cloud service models -

1.Infrastructure as a Service (IaaS)

2.Platform as a Service (PaaS)

3.Software as a Service (SaaS)

Figure : Cloud Service Models

The importance of service delivery models in cloud computing:

The importance of service delivery models in cloud computing lies in their

ability to meet the diverse needs and requirements of users, organizations, and
businesses. Understanding and selecting the appropriate service delivery
model is crucial for optimizing resource utilization, scalability, flexibility, and
overall efficiency. Here are some key reasons why service delivery models are
important in cloud computing:

1. Resource Optimization:
- Service delivery models allow users to allocate and utilize computing
resources based on their specific needs. This helps in avoiding over-
provisioning or underutilization, optimizing costs and ensuring efficient use of
resources.

2. Scalability:
- Different service delivery models offer varying levels of scalability. IaaS,
PaaS, and SaaS provide scalable solutions for infrastructure, platform, and
software, respectively. This scalability allows users to easily adapt to changing
workloads and demands.

3. Cost Efficiency:
- By choosing the right service delivery model, organizations can manage
costs effectively. Pay-as-you-go pricing models common in cloud services
enable users to pay only for the resources and services they consume, avoiding
unnecessary expenses.

4. Flexibility and Agility:

- Service delivery models provide flexibility by allowing users to choose the
level of control and customization they need. This flexibility is crucial for
adapting to evolving business requirements and staying agile in a dynamic
market.

5. Focus on Core Competencies:

- PaaS and SaaS models, in particular, enable organizations to focus more on
their core competencies, such as application development and business
strategy, without the need to manage the underlying infrastructure.
6. Rapid Deployment and Time-to-Market:
- PaaS and SaaS models offer pre-configured environments and ready-to-use
applications, reducing the time required for development, testing, and
deployment. This accelerates time-to-market for new products and services.

7. Global Accessibility:
- Cloud service delivery models facilitate access to resources and applications
from anywhere with an internet connection. This global accessibility is crucial
for businesses with distributed teams or a customer base spanning multiple
regions.

8. Innovation and Collaboration:

- Cloud computing enables innovation by providing access to cutting-edge
technologies and tools. Service delivery models support collaboration among
teams, as they can work on shared platforms and access common resources.

9. Risk Mitigation:
- Service delivery models, especially in public clouds, often come with built-in
security features and compliance standards. This helps in mitigating security
risks and ensures that data is handled in a secure and compliant manner.

10. Elasticity:
- IaaS, in particular, offers elastic scaling, allowing users to dynamically adjust
computing resources based on demand. This elasticity is crucial for handling
peak workloads without compromising performance.

1. Software-as-a-Service (SaaS):

 Definition: SaaS is a cloud delivery model where a cloud provider

manages fully functional software applications for their customers.
 How It Works: Customers rent the use of these applications based on the
desired features and the number of users accessing the app.
 Google Workspace: Provides tools like Gmail, Google Drive, and
Google Docs.
 Microsoft 365: Includes Office applications like Word, Excel, and
PowerPoint.
 The SaaS business services include ERP (Enterprise Resource
Planning), CRM (Customer Relationship Management), billing,
and sales.
  Benefits:
 Ease of Use: End users only need a web browser and an internet
connection to access SaaS applications.
 Maintenance-Free: The SaaS provider handles software
management, relieving businesses from maintenance tasks.
 Scalability: Easily scale up or down based on user needs.
 Limitations : Customization options may be limited compared to other
models1.

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Ias-a-Service (IaaS):
 Definition: IaaS provides virtualized computing resources over the
internet, allowing businesses to rent infrastructure components.
 How It Works: Customers can provision and manage virtual machines,
storage, and networking resources.
 Examples: Amazon Web Services (AWS), Microsoft Azure, and Google
Cloud Platform (GCP).
  Benefits:
 Flexibility: Customize infrastructure components as needed.
 Cost-Efficiency: Pay only for the resources used.
 Scalability: Quickly scale up or down based on demand.
 Limitations: Businesses are responsible for managing the operating
system, applications, and security1.

3. Platform-as-a-Service (PaaS):

 Definition: PaaS provides a platform for developers to build, deploy, and

manage applications without worrying about underlying infrastructure.
 How It Works: Developers focus on coding, while the PaaS provider
handles infrastructure, runtime, and middleware.
 Examples: Google App Engine, and Microsoft Azure App Service.
 Benefits:
 Developer Productivity: Streamlined development process.
 Scalability: Easily scale applications.
 Reduced Complexity: No need to manage infrastructure details.
 Limitations : Limited control over underlying infrastructure 1.
What is a Cloud Deployment Model?
Cloud Deployment Model functions as a virtual computing environment with a deployment
architecture that varies depending on the amount of data you want to store and who has access to
the infrastructure.

Types of Cloud Computing Deployment Models

The cloud deployment model identifies the specific type of cloud environment based on ownership,
scale, and access, as well as the cloud’s nature and purpose. The location of the servers you’re
utilizing and who controls them are defined by a cloud deployment model. It specifies how your
cloud infrastructure will look, what you can change, and whether you will be given services or will
have to create everything yourself. Relationships between the infrastructure and your users are also
defined by cloud deployment types. Different types of cloud computing deployment models are
described below.

 Public Cloud
 Private Cloud
 Hybrid Cloud
 Community Cloud
1. Public Cloud:

Public cloud refers to cloud services provided by third-party vendors that

are available to the general public over the internet. These services are
typically hosted in data centers distributed globally, allowing users to
access computing resources on a pay-as-you-go basis.

Characteristics:

 Shared Infrastructure: Resources are shared among multiple

users or tenants.

 Cost-Effective:Users pay only for the resources they consume.No

setup cost: The entire infrastructure is fully subsidized by the cloud
service providers, thus there is no need to set up any hardware.

 Infrastructure Management is not required: Using the public

cloud does not necessitate infrastructure management.

 No maintenance: The maintenance work is done by the service

provider (not users).
  Dynamic Scalability: To fulfill your company’s needs, on-demand
resources are accessible.

Disadvantages of the Public Cloud Model

 Less secure: Public cloud is less secure as resources are public so there is no guarantee of
high-level security.
 Low customization: It is accessed by many public so it can’t be customized according to
personal requirements.

Examples:

- Amazon Web Services (AWS):Offers a wide range of services, including

computing power, storage, and databases.

- Microsoft Azure: Provides a comprehensive set of cloud services,

including virtual machines and AI services.

- Google Cloud Platform (GCP): Offers services such as Google Compute

Engine and Google Cloud Storage.
Private Cloud:

Private cloud refers to cloud infrastructure exclusively used by a single

organization. It can be hosted on-premises or by a third-party provider,
providing greater control over security, customization, and compliance.

Characteristics:

- Dedicated Environment: Resources are dedicated to a single

organization.

- Better Control: You are the sole owner of the property. You gain complete
command over service integration, IT operations, policies, and user behavior.

Data Security and Privacy: It’s suitable for storing corporate information to
which only authorized staff have access. By segmenting resources within the
same infrastructure, improved access and security can be achieved.

Customization: Unlike a public cloud deployment, a private cloud allows a

company to tailor its solution to meet its specific needs.

Disadvantages of the Private Cloud Model

 Less scalable: Private clouds are scaled within a certain range as there is less number of
clients.
 Costly: Private clouds are more costly as they provide personalized facilities.
Examples:

- VMware Cloud Foundation:Provides a private cloud infrastructure with

integrated compute, storage, and networking.

- OpenStack: An open-source platform allowing organizations to build and

manage private clouds.

- Microsoft Azure Stack: Extends Azure services to private infrastructure

for consistent hybrid cloud deployments.

3. Hybrid Cloud:

Hybrid cloud integrates both public and private cloud environments,

allowing data and applications to be shared between them. This model
offers flexibility and optimization of resources by leveraging the strengths
of both deployment models.

Characteristics

- Workload Portability: Applications and workloads can move between

public and private clouds.

Cost: Because public clouds provide scalability, you’ll only be responsible

for paying for the extra capacity if you require it.

- Flexibility:Allows organizations to balance cost-effectiveness and

control.

Security: Because data is properly separated, the chances of data theft

by attackers are considerably reduced.
Disadvantages of the Hybrid Cloud Model
 Difficult to manage: Hybrid clouds are difficult to manage as it is a combination of both
public and private cloud. So, it is complex.
 Slow data transmission: Data transmission in the hybrid cloud takes place through the
public cloud so latency occurs.
Examples:

- WS Outposts: Extends AWS infrastructure to on-premises data centers.

- Azure Arc:Enables the extension of Azure services across on-premises,

multi-cloud, and edge environments.

- Google Anthos: Allows managing applications across hybrid and multi-

cloud environments.

4. Community Cloud:

Community cloud is shared by multiple organizations with common

interests, such as regulatory compliance or security requirements.
Members of the community collaborate in defining and managing the
cloud infrastructure.

Characteristics:

Cost Effective: It is cost-effective because the cloud is shared by multiple

organizations or communities.
 Security: Community cloud provides better security.
 Shared resources: It allows you to share resources, infrastructure, etc. with multiple
organizations.
 Collaboration and data sharing: It is suitable for both collaboration and data sharing.
Disadvantages of the Community Cloud Model
 Limited Scalability: Community cloud is relatively less scalable as many organizations
share the same resources according to their collaborative interests.
  Rigid in customization: As the data and resources are shared among different organizations
according to their mutual interests if an organization wants some changes according to their
needs they cannot do so because it will have an impact on other organizations.

Examples:

- GovCloud (AWS GovCloud): A community cloud designed for

government agencies with specific regulatory requirements.

Factors Public Cloud Private Cloud Community Cloud Hybrid Cloud

Complex, requires a Complex, requires a Complex, requires a
Initial Setup Easy professional team to professional team to professional team to
setup setup setup
Scalability and
High High Fixed High
Flexibility
Distributed cost Between public and
Cost-Comparison Cost-Effective Costly
among members private cloud
Reliability Low Low High High
Data Security Low High High High
Data Privacy Low High High High
A service level agreement (SLA) is a contract between a service
provider and a customer. in cloud computing, an SLA sets expectations
and responsibilities for both parties. It includes details about the
service, the standards the provider must meet, and the metrics to
measure performance.
OR
A service-level agreement (SLA) is a commitment between a service
provider and a client. Particular aspects of the service, such as quality,
availability, responsibilities are agreed upon between the service
provider and the service user. It defines:
The metrics used to measure the level of service provided.
Remedies or penalties resulting from failure to meet the promised
service level expectations.
The most common component of an SLA is that the services should be
provided to the customer as agreed upon in the contract. It is a critical
component of any technology vendor contract. For example, Internet
service providers will commonly include service level agreements
within the terms of their contracts with customers to define the level
of service being sold in plain language terms. Usually, SLAs are
between companies and external suppliers, but they may also be
between two departments within a company.

In this case, the SLA will typically have a technical definition in mean
time between failures (MTBF), mean time to repair or mean time to
recovery (MTTR), identifying which party is responsible for reporting
faults or paying fees, responsibility for various data rates, throughput,
jitter, or similar measurable details. The Service Level Agreement
includes:
 Detailed service overview
 Speed of service delivery
 Plan for performance monitoring
 Description of the reporting procedure
 List of penalties that will be applied in case of agreement
violations
  Constraints
Types of SLA
The selection of the types of SLA in an organization depends on many
significant aspects.

While some are targeted at individual customer groups, others discuss

issues relevant to entire companies. This is because the needs of one
user differ from another. Here are some types of SLAs used by
businesses today and how each one is utilized for specific situations:

1. Customer-based SLA

This type of agreement is used for individual customers and comprises

all relevant services that a client may need while leveraging only one
contract. It contains details regarding the type and quality of service
that has been agreed upon.

For example, a telecommunication service includes voice calls,

messaging, and internet services, but all exist under a single contract.
2. Service-based SLA

This SLA is a contract that includes one identical type of service for all
of its customers. Because the service is limited to one unchanging
standard, it is more straightforward and convenient for vendors.

For example, using a service-based agreement regarding an IT

helpdesk would mean that the same service is valid for all end-users
that sign the service-based SLA.

3. Multi-level SLA

A multilevel SLA will divide the agreement into various levels that are
specific to a series of customers using the service. For example, a
software as a service (SaaS) provider might offer basic services and
support to all customers using a product, but they could also offer
different price ranges when buying the product that dictates different
service levels. These different levels of service will be layered into the
multilevel SLA.

Components of SLA
An SLA highlights what the client and the service provider want to
achieve with their cooperation and outlines the obligations of the
participants, the expected performance level, and the results of
cooperation.

An SLA usually has a defined duration time that is provided in the

document. The services that the provider agrees to deliver are often
described in detail to avoid misunderstanding, including procedures of
performance monitoring, assessment, and troubleshooting. Here are
the following components necessary for a good agreement:
Document overview: This first section sets forth the basics of the
agreement, including the parties involved, the start date, and a
general introduction of the services provided.
Strategic goals: Description of the agreed purpose and objectives.
Description of services: The SLA needs detailed descriptions of
every service offered under all possible circumstances, including the
turnaround times. Service definitions should include how the services
are delivered, whether maintenance service is offered, what the hours
of operation are, where dependencies exist, an outline of the
processes, and a list of all technology and applications used.
Exclusions:Specific services that are not offered should also be
clearly defined to avoid confusion and eliminate room for assumptions
from other parties.
Service performance: Performance measurement metrics and
performance levels are defined. The client and service provider should
agree on a list of all the metrics they will use to measure the
provider's service levels.
Redressing: Compensation or payment should be defined if a
provider cannot properly fulfill their SLA.
Stakeholders:Clearly defines the parties involved in the agreement
and establishes their responsibilities.
Security: All security measures that the service provider will take are
defined. Typically, this includes the drafting and consensus on
antipoaching, IT security, and nondisclosure agreements.
Risk management and disaster recovery:Risk management
processes and a disaster recovery plan are established and
communicated.
Service tracking and reporting: This section defines the reporting
structure, tracking intervals, and stakeholdersinvolved in the
agreement.
Periodic review and change processes. The SLA and all
established key performance indicators (KPIs) should be regularly
reviewed. This process is defined as well as the appropriate process
for making changes.
Termination process. The SLA should define the circumstances
under which the agreement can be terminated or will expire. The
notice period from either side should also be established.
Finally, all stakeholders and authorized participants from both parties
must sign the document to approve every detail and process.
Common Metrics of SLA
Service-level agreements can contain numerous service-performance
metrics with corresponding service-level objectives. A common case in
IT-service management is a call center or service desk. Metrics
commonly agreed to in these cases include:

ASA(Average Speed to Answer): Average time (usually in seconds)

it takes for a call to be answered by the service desk.
Resolution time:The time it takes for an issue to be resolved once
logged by the service provider.
Error rate:The percentage of errors in a service, such as coding
errors and missed deadlines.
TSF(Time Service Factor): Percentage of calls answered within a
definite timeframe, e.g., 80% in 20 seconds.
FCR(First-Call Resolution): A metric that measures a contact
center's ability for its agents to resolve a customer's inquiry or
problem on the first call or contact.
TAT(Turn-Around-Time): Time is taken to complete a particular task.
TRT(Total Resolution Time): Total time is taken to complete a
particular task.
MTTR(Mean Time To Recover): Time is taken to recover after an
outage of service.
Security:The number of undisclosed vulnerabilities, for example. If an
incident occurs, service providers should demonstrate that they've
taken preventive measures.
Uptime is also a common metric used for data services such as
shared hosting, virtual private servers, and dedicated servers.
Standard agreements include the percentage of network uptime,
power uptime, number of scheduled maintenance windows, etc. Many
SLAs track to the ITIL specifications when applied to IT services.
Types of SLA Penalties
A natural reply to any violation is a penalty. An SLA penalty depends
on the industry and business. Here are the two most common SLA
penalty types.

1. Financial penalty
This kind of penalty requires a vendor to pay the customer
compensation of damages equal to the one written in the agreement.
The amount will depend on the extent of a violation and damage and
may not fully reimburse what a customer paid for the eCommerce
service or eCommerce support.
 License extension or support:It requires the vendor to extend the
license term or offer additional customer support without charge.
This could include development and maintenance.
2. Service credit

In this case, a service provider will have to provide a customer with

complimentary services for a specific time. To avoid any confusion or
misunderstanding between the two parties in SLA violation, such
penalties must be clearly articulated in the agreement. Otherwise,
they won't be legitimate.

Service availability:It includes factors such as network uptime, data

center resources, and database availability. Penalties should be added
as deterrents against service downtime, which could negatively affect
the business.
Service quality:It involves performance guarantee, the number of
errors allowed in a product or service, process gaps, and other issues
that relate to quality.

These penalties must be specified in the language of the SLA, or they

won't be enforceable. In addition, some customers may not think the
service credit or license extension penalties are adequate
compensation. They may question the value of continuing to receive a
vendor's services that cannot meet its quality levels.

Consequently, it may be worth considering a combination of penalties

and including an incentive, such as a monetary bonus, for more than
satisfactory work.

Revising and Changing an SLA

Since business requirements are subject to change, it's important to
revise an SLA regularly. It will help to always keep the agreement in
line with the business's service level objectives. The SLA should be
revised when changes of the following occur:
A company's requirements
Workload volume
Customer's needs
Processes and tools
The contract should have a detailed plan for its modification, including
change frequency, change procedures, and changelog.
1. SLA Calculation
SLA assessment and calculation determine a level of compliance with
the agreement. There are many tools for SLA calculation available on
the internet.
2. SLA uptime

Uptime is the amount of time the service is available. Depending on

the type of service, a vendor should provide minimum uptime relevant
to the average customer's demand. Usually, a high uptime is critical
for websites, online services, or web-based providers as their business
relies on its accessibility.

3. Incident and SLA violations

This calculation helps determine the extent of an SLA breach and the
penalty level foreseen by the contract. The tools usually calculate a
downtime period during which service wasn't available, compare it to
SLA terms and identify the extent of the violation.

4. SLA credit

If a service provider fails to meet the customer's expectations outlined

in the SLA, a service credit or other type of penalty must be given as a
form of compensation. A percentage of credit depends directly on the
downtime period, which exceeded its norm indicated in a contract.

SLA Lifecycle

Steps in SLA Lifecycle

1) Discover service provider: This step involves identifying a
service provider that can meet the needs of the organization and
has the capability to provide the required service. This can be
done through research, requesting proposals, or reaching out to
vendors.
2) Define SLA: In this step, the service level requirements are
defined and agreed upon between the service provider and the
organization. This includes defining the service level objectives,
metrics, and targets that will be used to measure the
performance of the service provider.
3) Establish Agreement: After the service level requirements
have been defined, an agreement is established between the
organization and the service provider outlining the terms and
conditions of the service. This agreement should include the SLA,
any penalties for non-compliance, and the process for monitoring
and reporting on the service level objectives.
4) Monitor SLA violation: This step involves regularly monitoring
the service level objectives to ensure that the service provider is
meeting their commitments. If any violations are identified, they
should be reported and addressed in a timely manner.
5) Terminate SLA: If the service provider is unable to meet the
service level objectives, or if the organization is not satisfied with
the service provided, the SLA can be terminated. This can be
done through mutual agreement or through the enforcement of
penalties for non-compliance.
6) Enforce penalties for SLA Violation: If the service provider is
found to be in violation of the SLA, penalties can be imposed as
outlined in the agreement. These penalties can include financial
penalties, reduced service level objectives, or termination of the
agreement.
Advantages of SLA
Improved communication: A better framework for communication
between the service provider and the client is established through
SLAs, which explicitly outline the degree of service that a customer
may anticipate. This can make sure that everyone is talking about the
same things when it comes to service expectations.
Increased accountability: SLAs give customers a way to hold
service providers accountable if their services fall short of the agreed-
upon standard. They also hold service providers responsible for
delivering a specific level of service.
Better alignment with business goals: SLAs make sure that the
service being given is in line with the goals of the client by laying
down the performance goals and service level requirements that the
service provider must satisfy.
Reduced downtime: SLAs can help to limit the effects of service
disruptions by creating explicit protocols for issue management and
resolution.
Better cost management: By specifying the level of service that the
customer can anticipate and providing a way to track and evaluate
performance, SLAs can help to limit costs. Making sure the consumer
is getting the best value for their money can be made easier by doing
this.
Disadvantages of SLA
Complexity: SLAs can be complex to create and maintain, and may
require significant resources to implement and enforce.
Rigidity: SLAs can be rigid and may not be flexible enough to
accommodate changing business needs or service requirements.
Limited service options: SLAs can limit the service options available
to the customer, as the service provider may only be able to offer the
specific services outlined in the agreement.
Misaligned incentives: SLAs may misalign incentives between the
service provider and the customer, as the provider may focus on
meeting the agreed-upon service levels rather than on providing the
best service possible.
Limited liability: SLAs are not legal binding contracts and often
limited the liability of the service provider in case of service failure.

Service Level Management

Service level management is the process of managing SLAs that helps
companies to define, document, monitor, measure, report, and review
the performance of the provided services. The professional SLA
management services should include:
 Setting realistic conditions that a service provider can ensure.
 Meeting the needs and requirements of the clients.
 Establishing the right metrics for evaluating the performance of
the services.
  Ensuring compliance with the terms and conditions agreed with
the clients.
 Avoiding any violations ofSLA terms and conditions.
An SLA is a preventive means to establish a transparent relationship
between both parties involved and build relationships in the
cooperation. Such a document is fundamental to a successful
collaboration between a client and a service provider.