ISO_IEC_19086-2_2018.pdf

Cloud computing Service level agreement(SLA)framework Part 2:Metric modelInformatique en nuage Cadre de travail de laccord du niveau de service Partie 2:Modle mtriqueINTERNATIONAL STANDARDISO/IEC19086-2Reference numberISO/IEC 19086-2:2018(E)First edition2018-12 ISO/IEC 2018 ISO/IEC 19086-2:2018(E)ii ISO/IEC 2018 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO/IEC 2018All rights reserved.Unless otherwise specified,or required in the context of its implementation,no part of this publication may be reproduced or utilized otherwise in any form or by any means,electronic or mechanical,including photocopying,or posting on the internet or an intranet,without prior written permission.Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCP 401 Ch.de Blandonnet 8CH-1214 Vernier,GenevaPhone:+41 22 749 01 11Fax:+41 22 749 09 47Email:copyrightiso.orgWebsite:www.iso.orgPublished in Switzerland ISO/IEC 19086-2:2018(E)Foreword.ivIntroduction.v1 Scope.12 Normative references.13Termsanddefinitions.14 Symbols and abbreviated terms.25 Conformance.36 Metrics overview.36.1 General.36.2 Background.36.2.1 Choosing a cloud service.36.2.2 Convert requirements to agreement.46.2.3 Ensure the agreement is being met.56.3 Metrics.56.4 Cloud service metrics(CSMs).56.4.1 Major stakeholders.66.4.2 CSM usage categories.77 Metric model overview.107.1 General.107.2 Basic concepts.117.2.1 Introduction.117.2.2 Cloud service level objectives and cloud service qualitative objectives.117.2.3 Metric data format.128 Metric model.128.1 Metric model development.128.1.1 Metric model specification.138.1.2 Use of UML class diagrams and textual descriptions.138.1.3 Metric model description.138.1.4 Extending the metric.148.1.5 Metric model details.14Annex A(informative)SO and SO evaluation.18Annex B(informative)Metric Table form.20Annex C(informative)CSM examples.23Annex D(normative)XML schema.36Bibliography.39 ISO/IEC 2018 All rights reserved iiiContents Page ISO/IEC 19086-2:2018(E)ForewordISO(the International Organization for Standardization)is a worldwide federation of national standards bodies(ISO member bodies).The work of preparing International Standards is normally carried out through ISO technical committees.Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee.International organizations,governmental and non-governmental,in liaison with ISO,also take part in the work.In the field of information technology,ISO and IEC have established a joint technical committee,ISO/IEC JTC 1The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives,Part 1.In particular,the different approval criteria needed for the different types of ISO documents should be noted.This document was drafted in accordance with the editorial rules of the ISO/IEC Directives,Part 2(see www.iso.org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights.ISO shall not be held responsible for identifying any or all such patent rights.Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received(see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For an explanation of the voluntary nature of standards,the meaning of ISO specific terms and expressions related to conformity assessment,as well as information about ISOs adherence to the World Trade Organization(WTO)principles in the Technical Barriers to Trade(TBT)see www.iso.org/iso/foreword.html.This document was prepared by Technical Committee ISO/IEC JTC1,Information technology,Subcommittee SC 38,Cloud Computing and Distributed Platforms.A list of all parts in the ISO 19086 series can be found on the ISO website.Any feedback or questions on this document should be directed to the users national standards body.A complete listing of these bodies can be found at www.iso.org/members.html.iv ISO/IEC 2018 All rights reserved ISO/IEC 19086-2:2018(E)IntroductionThe measurement of properties of cloud services,especially for the purpose of cloud service level agreements(SLAs),presents many challenges,which inhibit the uptake of cloud services and inhibit the overall effectiveness of the cloud services marketplace.Metrics in practice are usually described using natural languages,typically in plain English,which is often difficult to understand,compare,and implement.Such definitions of metrics lead to many problems.Typical concerns include:Clarity:The metric definition may be incomplete,ambiguous,illogical,self-contradictory,or not defined at all.For example,cases exist where availability is defined in ways which have little to do with ge