HW06_SLAs_SegDut

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Utah Valley University *

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4700

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Information Systems

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Dec 6, 2023

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IT 4700 – Enterprise Cybersecurity Management Utah Valley University Fall 2023 semester Homework #6: Service Level Agreements (SLAs) and Separation of Duties Student Name Consider the case demonstrated on slide 4 of the “Service Level Agreements” collection. A typical user, known as an end customer , purchases Internet access from an Internet Service Provider (ISP), known as a service customer . This ISP is one of many that purchases Internet access from a larger ISP known as a service provider . PART 1) Create an appropriate Service Level Agreement (SLA) with respect to the availability of Internet resources provided by the service provider to the service customer. The SLA should describe the following (from slide 7): What the customer expects to receive What the provider promises to deliver How the service processes are to be measured Penalties for non-compliance (by either side) Rewards (for either side) SLA Bandwidth will be provisioned per customer location (terminal) The maximum information rate (MIR) of any given site will not exceed 100/35 Mbps o A given service will define the individual MIR on a site by site basis. Bandwidth will be provisioned with a Committed Information Rate (CIR) in Mbps where this bandwidth is always assured regardless of network congestion or weather at 99.5% availability Download bandwidth will be burstable in excess of the CIR up to the defined MIR o Upload and download bandwidth is guaranteed 99.5% of the time to achieve full 25 Mbps. o At times a site will be able to achieve 50 Mbps but the network configuration will force contention - target oversubscription of the burst capacity is 5:1 o The network will be configured to provide at least 10% of the additional bandwidth but limited such that no one customer is able to consistently achieve the full MIR rate at all customer sites. o Example service: CIR=25/25 Mbps MIR=50/25Mbps.
Analyze the SLA you created with respect to the following (see example on slide 14): Is the level of service predictable? Are costs predictable? Is the level of service measurable? How will it be measured? Is the level of service affordable? Is the SLA understandable and unambiguous? Does the SLA provide value to the customer? After you have analyzed the SLA make any modifications that you think it needs before you submit the assignment. PART 2) Should this same SLA that you created in PART 1 be used between the end customer and the service customer? Explain your answer using at least one specific example. I think the SLA that I provided would be acceptable to provide the end customer and service customer alike. The parameters of the SLA can apply to both users. PART 3) Find an example of an SLA that you participate in (Internet access, cell phone, cable TV, etc.) and review the SLA to identify at least three things that are agreed to by the participants of the SLA. Some examples are: financial penalties for early termination of a contract, guaranteed support response times, limits on service (change from 5G to 4G when data limit is hit), etc. I used my TMobile SLA What did you find? 1. Tmobile can change, limit, suspend, or terminate my service at anytime. 2. Tmobile can block my device from working on their network. 3. Tmobile can remotely change my software, systems, applications or features. What would you change if you could rewrite the SLA? From a personal standpoint I would take out the remotely change my equipment. PART 4) Separation of Duties Suppose that you have an IT department within your enterprise that is responsible for system provisioning, system and network maintenance, and cybersecurity. Describe a risk that you have and give an example of a possible separation of duties control that you could implement to reduce the risk.
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