Service Level Agreements (SLA) or Service Expectations

Every now and then you jump onto an article and on the first read they sound so… correct. Read them again, and may disagree to it !

A recent article on Gigaom is one of similar lot to me. It goes suggesting SLAs arent of much help, and one shall rather be worrying for Service Expectations. I suggest we revisit that.

SLAs are as what they stand for, an agreement – on basis of which a service level will be measured (and vendor paid up for). Service Expectations are some intangible facts and boundaries that a vendor shall understand and attempt to abide with before putting forth a SLA proposal – as they might have a direct impact on client’s business.

Now, there is a different between a mass offering and tweaked business/technical solution. A mass offering, as generally provisioned by Retailers & Utilities providers (cloud computing inclusive), only comes with a generalized SLA. E.g. amount of time service vendor would be able to keep the service online. Matching each SMBs (or small applications of big clients) service expectations would rather be next to impossible. As in any retail business, challenge here is to put out a service in market which excites majority (not, all) of potential clients by value it delivers. And it shouldn’t stop at point of excitement and buzz generated, but goes way to the point of meeting what you committed to masses. And you report it using SLAs.

A tweaked business / technical solution, on other hand, looks upon each and every business and service expectation for the specific client service is getting designed for. There are times when I have seen different SLAs being proposed for different times in a day / weekdays / weekends – for the same client. But that’s generally in the cases where you have a dedicated consumption line/resources (in some cases, private clouds inclusive). Though, once you have understood the expectations, have drafted the SLAs, you report back using those agreed SLAs – whether or not you are able to deliver.

Now, in any case, it would be bizarre to say I would give away SLAs as am concentrating on Service Expectations. Anyways, dodged SLA reports doesnt highlight Service Expectations more than the need for Business Ethics I would say. For retail business cases, an honest SLA report helps you consolidate current users confidence in your service, and in gaining new business. For bulk business cases, you definitely will have to start with understanding Service Expectations, but SLAs will hold equal importance so you can showcase whether or not you are able to meet those Expectations. Now, there are multiple things that goes out public in those monthly/quarterly/yearly review/reports, and SLAs should definitely be part of it !

 

Vikas Rajput

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Library vs Shopping Mall

They both are kind-a stress busters – but to completely opposite set of audiences.
How they match up to each other? Read on, and decide on where you should be going next.

Library…

Shopping Mall…

Increases your intellectual assets. Decreases your financial assets.
Doesn’t try to sell you something. Sell & Sell – whole idea for mere existence.
Gives you some silent time – a rare thing in today’s world ! Malls and Silence, forget it !
A Mall will haunt you if its silent !
Has a Librarian who isnt bothered about your presence – no mutual interest. Has many Sales people all-around-and-over-you.
Getting advanced to facilitate your quest, better and efficiently. Getting advanced to get more money out of your pockets, surely and efficiently!
Inspires you to get immersed into a topic, a chapter or a page. And that’s for you, only meant to you. Only lets you to see-it-from-far. You can try the outfit, but yet to try to know if its looking pleasant to others.
Should be the place to visit when you feeling low, but generally isnt. Shouldn’t be the place to visit when feeling low, but generally is.
Is a result of a sharing nature, intended to support the poor more. Is a result of monopolistic business nature, intended to take out more of everyone.
Are needed more, but getting extinct. Are needed less, but mushrooming along.
Generally, have no Parking issues ! Says: Parking at owner’s risk !
(if you at all get a slot)

Colours of Life

March 19, 2011 2 comments

Would you paint the World in one colour to make it look anonymous, to make it one! Imagine a world without colours. Imagine a life without colours, and without people of different colours (i.e. behaviours and natures). And then you say what you feel. What I feel?

Black. We use Black as a symbol for something bad, to express agony. Yet fashion hasnt been more crazy for anything else but black! Black weather (rains) is celebrated most in one part of world (especially Indian Subcontinent) and other part see it as a curse (especially EU region). Whole world economy and politics is circumventing around this crude “black” liquid. And it continue to show its best colours (provided another tsunami doesnt come playing the world before we all die naturally).

White. What a soothing effect it has. I think its the second best after golden yellow that’s most close to the glittery and shiny world. But yet it gets dirty at earliest – we know it from recent world wide proceedings. I really dont know what our self-made “country leaders” had in their heads that they decided to ruin rapport of this colour by wearing it head-to-toe. More recently our Land Mafia too have started experimenting with it. But its good in one way – its becoming a sign of whom to be scared from. No wonder they ride in white cars, and with a red light on top of their vehicles to underline the threat!

Green. Such a good picture – in your mind! But how long do you think you can sustain it. Unfortunately and in reality, colour of money is taking over green patches. Dont know how many people know, but green is denoted with being laid back, with being satisfied. No wonder nature doesnt fight back till it has lost almost everything. More recently, there are groups rising up against “so-called” green companies – for they cause more damage then native one’s. Think why developed nations not going for CNG, while India is going after it big time. Just like anything else which is good, this “natural good” colour is scarce too and continuing to diminish.

Red. Aggression is the first word that comes to mind. Think again. Japan has it at centre of its National Flag. That isn’t so by chance. Most revolutions were caused by and lead to this colour. Use it in your advertisement and your intents are wide open. I wont hesitate in saying its the most preserved colour for politics and business – its fierce, and it ought to be it ! No wonder that a rising day starts with red sun..

Yellow. It can close your mind and eyes! Definitely closes mind if a metal bearing it shines hard ! And be ready to laugh hard if you see someone wearing it below waist ! Such an irony that most precious colour wore by ladies, is most infamous colour for the opposite gender. Yet, I really want to ask god one day on why he chose this colour to denote the most shitty thing in this world (at least for human beings). But still, it also denotes sunshine, it brings peace and war, and it brings smile.

Blue. Business and its people presents themselves as being cool and calm and professional by painting self in blue. Its associated to Irish for a good reason, its self assuring. Even god wanted to present himself as cool, no wonder he wrapped us with blue skies. And then us, humans, derived Monday Blues! I always wondered if its because some sadist was really sad about their professional counterparts being in blue.. Generally Hospitals use it, but dont know if its more good for hospital, or if its more bad for us that we have to see the hospital – irrespective of the colour they are wearing.

Now, why there are colours on my mind tonight? Because I was thinking about them. Because I was wondering why our ancestors decided to dedicate an important festival to celebrate colours, i.e. Holi – festival of Colours. I think they wanted us to pause and have a think about colours – those hated and loved one’s, and realize that the world we are in is made of nothing but colours. Same colours are likable and disliked in different context and situations. But its sad that the bad expressions or denominations remain in our minds and good one’s we forget right the next moment. As Bhullar (a dear friend) said recently – human mind is wired to retain bad, and forget good’s. Well, here is the festival to confuse ourselves – to remind the beauty of each colour – and to forget each one’s bad for a change.

I wish you be with your loved one’s, and start enjoying – the colours of life !

On Mercy Killing…

Much has been written and read on Aruna Shanbaug’s recent hearing on legalizing Mercy Killing. Though nothing summarize it better than “Juggle Bandhi” as what’s scribbled here. Thought provoking indeed…

Client Presentation ? Stay Within Your Time !

Here’s why: http://culturaloffering.com/2011/02/28/a-bad-meeting-case-study.aspx

I could have added some commentary around it, but the write up is so precise, there isn’t any need for that. Save Time for actual Talking, and Stay Within Your Time !

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An interesting perspective on Recent Apple “Tax”

February 28, 2011 Leave a comment

Recently there was a news for an unprecedented charge back by Apple Inc. for content sold through its App Service’s subscription service. Aint a good news for current players. And, Seth, has a good point on how he see it. I wonder if it will inspire the OSS yet again, in a rather different “free” world fashion.

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On Wishes…

February 12, 2011 Leave a comment

Wishes are nothing but like Mirage.. you think they will do something.. but they seldom do so.. Its all about calculating things, deciding and marching ahead…
And then, see your decision as a wish and work with all energies to make it work..!! Remember, you have it in your will to make or break it !

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