ISO/IEC 19086-3 specifies the core conformance requirements for service level agreements (SLAs) for cloud services based on ISO/IEC 19086‑1 and guidance on the core conformance requirements. This document is for the benefit of and use by both cloud service providers and cloud service customers.
ISO/IEC 19086-3 does not provide a standard structure that would be used for cloud SLAs.
This document establishes common terminology, defines a model for specifying metrics for cloud SLAs, and includes applications of the model with examples. This document establishes a common terminology and approach for specifying metrics.
This document is for the benefit of and use for both cloud service providers (CSPs) and cloud service customers (CSCs). This document is intended to complement ISO/IEC 19086-1, ISO/IEC 19086-3 and ISO/IEC 19086-4.
This document does not mandate the use of a specific set of metrics for cloud SLAs
ISO/IEC 19086-1 seeks to establish a set of common cloud SLA building blocks (concepts, terms, definitions, contexts) that can be used to create cloud Service Level Agreements (SLAs).
This document specifies
a) an overview of cloud SLAs,
b) identification of the relationship between the cloud service agreement and the cloud SLA,
c) concepts that can be used to build cloud SLAs, and
d) terms commonly used in cloud SLAs.
ISO/IEC 19086-1 is for the benefit and use of both cloud service providers and cloud service customers. The aim is to avoid confusion and facilitate a common understanding between cloud service providers and cloud service customers. Cloud service agreements and their associated cloud SLAs vary between cloud service providers, and in some cases different cloud service customers can negotiate different contract terms with the same cloud service provider for the same cloud service. This document aims to assist cloud service customers when they compare cloud services from different cloud service providers.
ISO/IEC 19086-1 does not provide a standard structure that can be used for a cloud SLA or a standard set of cloud service level objectives (SLOs) and cloud service qualitative objectives (SQOs) that will apply to all cloud services or all cloud service providers. This approach provides flexibility for cloud service providers in tailoring their cloud SLAs to the particular characteristics of the offered cloud services.
ISO/IEC 19086-1 does not supersede any legal requirement
ISO/IEC 18384-3 defines a formal ontology for service-oriented architecture (SOA), an architectural style that supports service orientation. The terms defined in this ontology are key terms from the vocabulary in ISO/IEC 18384-1.
The Trusted Cloud Initiative helps cloud providers develop industry-recommended, secure and interoperable identity, access and compliance management configurations, and practices. The Trusted Cloud Initiative will develop reference models and education in a vendor-neutral manner, inclusive of all CSA members and affiliates who wish to participate. The Trusted Cloud Initiative Reference Architecture is both a methodology and a set of tools that enable security architects, enterprise architects and risk management professionals to leverage a common set of solutions that fulfill their common needs to be able to assess where their internal IT and their cloud providers are in terms of security capabilities and to plan a roadmap to meet the security needs of their business.
ISO/IEC 18384-1 establishes vocabulary, guidelines, and general technical principles underlying service oriented architecture (SOA), including principles relating to functional design, performance, development, deployment, and management.
ISO/IEC 17963 describes a Web services protocol based on SOAP for use in management‑specific domains. These domains include the management of entities such as PCs, servers, devices, Web services and other applications manageable entities. Services can expose only a WS-Management interface or compose the WS-Management service interface with some of the many other Web service specifications.
A crucial application for these services is in the area of systems management. To promote interoperability between management applications and managed resources, ISO/IEC PAS 17963 identifies a core set of Web service specifications and usage requirements that expose a common set of operations central to all systems management. This includes the ability to do the following:
a) get, put (update), create, and delete individual resource instances, such as settings and dynamic values;
b) enumerate the contents of containers and collections, such as large tables and logs;
c) subscribe to events emitted by managed resources;
d) execute specific management methods with strongly typed input and output parameters.
In each of these areas of scope, ISO/IEC 17963 defines minimal implementation requirements for conformant Web service implementations. An implementation is free to extend beyond this set of operations, and to choose not to support one or more of the preceding areas of functionality if that functionality is not appropriate to the target device or system.
ISO/IEC 17963 intends to meet the following requirements:
a) constrain Web services protocols and formats so that Web services can be implemented with a small footprint in both hardware and software management services;
b) define minimum requirements for compliance without constraining richer implementations;
c) ensure backward compatibility and interoperability with WS-Management version 1.0;
d) ensure composability with other Web services specifications.
This standard has been developed by the DMTF (see also the DMTF WS-Management Standards Watch link).
ISO/IEC 17789 specifies the cloud computing reference architecture (CCRA). The reference architecture includes the cloud computing roles, cloud computing activities, and the cloud computing functional components and their relationships.
ISO/IEC 17788 provides an overview of cloud computing along with a set of terms and definitions. It is a terminology foundation for cloud computing standards.
ISO/IEC 17788 is applicable to all types of organizations (e.g., commercial enterprises, government agencies, not-for-profit organizations).
The Open Virtualization Format (OVF) standard provides the industry with a standard packaging format for software solutions based on virtual systems, solving critical business needs for software vendors and cloud computing service providers.
OVF has been developed by the DMTF (see also the DMTF OVF Standards Watch link).
ISO/IEC 27036-4 provides cloud service customers and cloud service providers with guidance on
a) gaining visibility into the information security risks associated with the use of cloud services and managing those risks effectively, and
b) responding to risks specific to the acquisition or provision of cloud services that can have an information security impact on organizations using these services.
ISO/IEC 27036-4 does not include business continuity management/resiliency issues involved with the cloud service. ISO/IEC 27031 addresses business continuity.
ISO/IEC 27036-4 does not provide guidance on how a cloud service provider should implement, manage and operate information security. Guidance on those can be found in ISO/IEC 27002 and ISO/IEC 27017.
The scope of ISO/IEC 27036-4 is to define guidelines supporting the implementation of information security management for the use of cloud services.
This document specifies security and protection of personally identifiable information components, SLOs and SQOs for cloud service level agreements (cloud SLA) including requirements and guidance.
This document is for the benefit and use of both CSPs and CSCs.
