{"id":2621,"date":"2021-08-03T10:30:34","date_gmt":"2021-08-03T08:30:34","guid":{"rendered":"https:\/\/www.mainstream.rs\/?p=2621"},"modified":"2024-10-30T10:03:39","modified_gmt":"2024-10-30T10:03:39","slug":"sla-kao-garancija-za-vas-cloud","status":"publish","type":"post","link":"https:\/\/mainstream.eu\/sr\/blog\/sla-kao-garancija-za-vas-cloud\/","title":{"rendered":"Ako je na cloudu, neka bude na papiru: \u0161ta treba da znate o Cloud Service Level Agreements"},"content":{"rendered":"\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Service Level Agreements (SLAs) na cloudu &#8211; tema kojoj je posve\u0107en veliki broj tekstova i dalje je svojevrsna mistika za kompanije koje razmatraju prelazak na cloud. \u0160ta su ta\u010dno SLAs i kako se razlikuju od glavnog ugovora o saradnji? Koliko je va\u017eno da ih imate? \u0160ta sve treba da sadr\u017ee? Ovaj blog post \u0107e vas provesti kroz klju\u010dne definicije, aspekte i parametre ugovora o nivou usluga kako biste eliminisali rizike i dobili maksimum od cloud tehnologija.<\/p>\n\n\n\n<p>Naslov \u010dlanka pozajmljen je od teksta Tomasa Traplera &#8211; <a class=\"ek-link\" href=\"https:\/\/er.educause.edu\/articles\/2010\/6\/if-its-in-the-cloud-get-it-on-paper-cloud-computing-contract-issues\"><strong>\u201cIf It\u2019s in the Cloud, Get it on Paper: Cloud Computing Contract Issues\u201d<\/strong><\/a>. Kao specijalista za ugovore o cloud uslugama, Trapler u svojoj kolumni navodi glavne stavke na koje treba obratiti pa\u017enju prilikom ugovaranja saradnje sa cloud provajderom:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Definisanje specifi\u010dnih parametara i minimalnih nivoa za svaki element usluge, kao i re\u0161enja u slu\u010daju da se ti zahtevi ne ispune.<\/li>\n\n\n\n<li>Potvr\u0111ivanje vlasni\u0161tva nad podacima koji se skladi\u0161te na sistemu provajdera i definisanje prava na povra\u0107aj podataka.<\/li>\n\n\n\n<li>Utvr\u0111ivanje infrastrukture sistema i tehni\u010dkih standarda koje provajder treba da ispuni. <\/li>\n\n\n\n<li>Definisanje prava i tro\u0161kova kori\u0161\u0107enja i otkazivanja usluge. <\/li>\n<\/ul>\n\n\n\n<p>Vode\u0107i se Traplerovim smerniciama, ali i iskustvom na\u0161ih klijenata, analizira\u0107emo SLAs na osnovu glavnih kriterijuma koji garantuju da \u0107e isporuka cloud usluge biti u skladu sa zahtevima va\u0161eg poslovanja.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/mainstream.eu\/sr\/blog\/sla-kao-garancija-za-vas-cloud\/#Sta_su_Service_Level_Agreements_u_kontekstu_cloud_servisa\" >\u0160ta su Service Level Agreements u kontekstu cloud servisa?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/mainstream.eu\/sr\/blog\/sla-kao-garancija-za-vas-cloud\/#Kako_defisati_SLA_za_konkretnu_uslugu\" >Kako defisati SLA za konkretnu uslugu?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/mainstream.eu\/sr\/blog\/sla-kao-garancija-za-vas-cloud\/#Glavne_greske_prilikom_uspostavljanja_SLAs_i_kako_ih_izbeci\" >Glavne gre\u0161ke prilikom uspostavljanja SLAs i kako ih izbe\u0107i<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Sta_su_Service_Level_Agreements_u_kontekstu_cloud_servisa\"><\/span>\u0160ta su Service Level Agreements u kontekstu cloud servisa?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Bez obzira na cloud model, saradnja izme\u0111u kompanije (korisnika) i provajdera (isporu\u010dioca) cloud usluga podrazumeva glavni ugovor o saradnji i SLA &#8211; prilog sa konkretnim parametrima o nivou kvaliteta usluga. Obzirom na va\u017enost IT infrastrukture i servisa u svakodnevnom poslovanju, kompanije treba da posmatraju SLAs kao garanciju pouzdanosti usluge i obezbe\u0111ivanja podr\u0161ke koja \u0107e biti uskla\u0111ena sa njihovim poslovnim zahtevima. Drugim re\u010dima, SLAs slu\u017ee da defini\u0161u o\u010dekivanja i obaveze, te postavljaju okvire za upravljanje promenama u domenu cloud servisa. Primera radi, SLA mo\u017ee da defini\u0161e vreme potrebno za <a href=\"https:\/\/www.mainstream.rs\/disaster-recovery\/\">vra\u0107anje sistema u rad u slu\u010daju katastrofe<\/a>, koje se razlikuje od kompanije do kompanije. \u0160to je tolerancija na zastoje ni\u017ea, to je SLA stro\u017ei.<\/p>\n\n\n\n<p>Budu\u0107i da se vrste usluga i potrebe razliku, nema \u201cjedinstvenog recepta\u201d za utvr\u0111ivanja parametara ugovora o nivou usluga, ali postoje klju\u010dni kriterijumi koje treba obuhvatiti kao \u0161to su:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dostupnost servisa (npr. 99.99% radnim danima, 99.9% uve\u010de ili vikendom)<\/li>\n\n\n\n<li>Pristup mre\u017ei (npr. 99.9% na mese\u010dnom nivou)<\/li>\n\n\n\n<li>Integritet podataka <\/li>\n\n\n\n<li>Lokacija podataka (u skladu sa lokalnom regulativom)<\/li>\n\n\n\n<li>Pristup podacima<\/li>\n\n\n\n<li>Disaster Recovery o\u010dekivanja<\/li>\n\n\n\n<li>Procesi za administaciju sistema  i re\u0161avanje incidenata (sistemska podr\u0161ka)<\/li>\n\n\n\n<li>Procesi za optimizaciju <\/li>\n\n\n\n<li>Vreme odziva na korisni\u010dke zahteve<\/li>\n<\/ul>\n\n\n\n<p>Nakon \u0161to se postave glavni kriterijumi, slede\u0107i korak je evaluacija kriti\u010dnosti cloud usluge i relevantnih podataka.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Kako_defisati_SLA_za_konkretnu_uslugu\"><\/span>Kako defisati SLA za konkretnu uslugu?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Visoka pouzdanost sistema je, naravno, prioritet, ali tro\u0161kovi koji dolaze sa anga\u017emanom resursa za njeno obezbe\u0111ivanje su \u010desto previsoki. A ponekad i nepotrebni. Usluga kao \u0161to je e-commerce, koja direktno uti\u010de na profitabilnost i uklju\u010duje va\u017ene transakcione podatke i informacije o klijentima, je svakako prioritetna i zahteva strog SLA. Sa druge strane, servisi koji se periodi\u010dno koriste  ne zahtevaju isti nivo dostupnosti.<\/p>\n\n\n\n<p>Priroda servisa koji se hostuje na cloudu je klju\u010dna za utvr\u0111ivanje adekvatnog ugovora o nivou usluga. Tro\u0161ak zastoja sistema  i problema na mre\u017ei nije isti za sve poslovne jedinice i industrijske vertikale &#8211; SLAs treba razmatrati grunularno kroz \u201ccost-benefit\u201d analizu za svaku pojedina\u010dnu uslugu. Tako\u0111e, za kompanije je va\u017eno da znaju da je SLA, ba\u0161 kao i biznis &#8211; \u017eiva stvar, te da nadgledaju promene u svom okru\u017eenju i po potrebi redefini\u0161u specifi\u010dne parametre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Glavne_greske_prilikom_uspostavljanja_SLAs_i_kako_ih_izbeci\"><\/span>Glavne gre\u0161ke prilikom uspostavljanja SLAs i kako ih izbe\u0107i<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Podjednako va\u017eno (ako ne i va\u017enije) od toga \u0161ta treba da uklju\u010dite u ugovor o nivou usluga je \u0161ta morate da izbegnete. U nastavku su naj\u010de\u0161\u0107e SLA gre\u0161ke koje prave male ali i velike kompanije na putu ka cloud adopciji:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Jedan pristup za sve<\/h3>\n\n\n\n<p>Umesto takozvanih \u201cone size fits all\u201d ugovora o nivou usluga, kompanije bi trebalo da se fokusiraju na personalizovan SLA pristup kako bi obezbedile maksimalnu efikasnost usluge i bolje upravljale tro\u0161kovima. Posmatrano iz ugla korisnika, SLA bi trebalo da se zasniva na detaljnoj analizi i da bude usagla\u0161en sa strate\u0161kim organizacionim ciljevima.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Nedostatak uvida u IT tro\u0161kove<\/h3>\n\n\n\n<p>Kako biste dobili maksimum od tehnolo\u0161ke investicije, potrebno je da imate detaljnu sliku internih IT tro\u0161kova. Iskusan cloud provajder \u0107e mo\u0107i da vam ponudi vi\u0161e &#8211; ve\u0107i nivo tro\u0161kovne efikasnosti od onog koji trenutno imate, ne kompromituju\u0107i pri tome bezbednost niti performans va\u0161ih sistema.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Neadekvatno planiranje<\/h3>\n\n\n\n<p>Prilikom definisaja ugovora sa cloud provajderom, obe strane bi trebalo da razmotre \u201cwhat if\u201d scenarije. Na taj na\u010din, izbe\u0107i \u0107ete potencijalne probleme i ste\u0107i poverenje u sposobnost cloud provajdera da adekvatno reaguje u slu\u010daju ne\u017eeljenih doga\u0111aja. Ovakav vid transparentnosti je neophodan u domenu cloud servisa, naro\u010dito za enterprise klijente.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Manjak komunikacije sa cloud provajderom<\/h3>\n\n\n\n<p>Budite sigurni da va\u0161a usluga uklju\u010duje detaljne procedure i aktivno komunicirajte sa provajderom oko va\u017enih tema kao \u0161to su konkretne odgovorosti u okviru ugovora, klju\u010dni datumi, metrika i bezbednost osetljivih podataka. Tako\u0111e, detaljno prou\u010dite svu dostupnu dokumentaciju i tra\u017eite vi\u0161e informacija ukoliko je potrebno.<\/p>\n\n\n\n<p>Na du\u017ee sta\u017ce, jasno definisan, transparentan Service Level Agreement eliminisa\u0107e nepotrebne tro\u0161kove kako naru\u010diocima, tako i provajderima cloud usluga, i obezbediti zadovoljstvo ne samo obe strane, ve\u0107 i krajnjih korisnika. Ovaj ugovor nije i ne sme da bude mrtvo slovo na papiru &#8211; on je garancija da \u0107e cloud usluge stati na crtu svim va\u0161im o\u010dekivanjima, danas i u budu\u0107nosti.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service Level Agreements (SLAs) na cloudu &#8211; tema kojoj je posve\u0107en veliki broj tekstova i dalje je svojevrsna mistika za kompanije koje razmatraju prelazak na cloud.<\/p>\n","protected":false},"author":4,"featured_media":2635,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[214],"tags":[45,148,149],"class_list":["post-2621","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-101","tag-mainstream","tag-service-level-agreement","tag-sla"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u0160ta treba da znate o Cloud SLA (Service Level Agreement)? 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