A Service Level Template is a packaged collection of service components and the associated Metrics defined to measure them. These service level templates can be created as required and are often defined according to the most commonly measured service aspects.
The key issue when defining service level templates is that all possible parameters that could be used to change the behavior of the Metrics should be identified and exposed. This provides the greatest flexibility for the system and facilitates configuration for the users of the system. When using the service level template to create new Metrics, each of the configuration parameters is exposed to the Wizard interface, meaning that little or no further customization is required in order to activate the Contract. The parameters exposed to the user using the wizard are in the objective statement. Therefore, consider in the objective statement of the Metric all the parameters you want to be available for changing by the end user.
To provide for maximum efficiency with service level templates, you should aim to perform all of the Business Logic through the Module functionality as described previously.
Following is an example scenario for using service level templates, where Application Hosting service components are provided to customers at the following three levels, Bronze, Silver, and Gold, depending on the amount that the customer wants to pay. Additional Metrics can be provided in each higher hosting level, along with more stringent targets. Each of these levels could be a good candidate for creating a service level template, as shown in the following sample scenario:
Now, when a new customer is added to the system, it is easy to choose the required definition based upon what the customer wants. Using the wizard interface enables each of the Metrics within it to be customized for that particular customer. Note that it is also possible to choose only some of the Metrics from the definitions, or even add Metrics from two different definitions to the new customer's Contract, if some special customization is required.
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