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自从中国加入WTO以来,国内电信市场全球化步伐日益加快,电信行业的竞争也逐步从简单的价格战转向提高服务品质和客户满意度。因此,如何规范服务品质、提高服务质量,已经成为国内电信企业面临的最新挑战。正是在新的市场竞争趋势和市场需求的双重压力下,SLA(服务等级协议)模式引起了广泛关注。介绍了电信领域SLA产生的背景和SLA管理的概念、内容,探讨了IP网络的SLA基本参数,并结合实际情况,探讨了电信运营商IP网络SLA实施中存在的困难。
Since China’s accession to the WTO, the globalization of the domestic telecommunications market has been accelerating. The competition in the telecommunications industry has also gradually shifted from a simple price war to service quality and customer satisfaction. Therefore, how to standardize service quality and improve service quality has become the latest challenge for domestic telecom enterprises. It is under the dual pressures of new market competition and market demand that SLA (Service Level Agreement) model has aroused widespread concern. This paper introduces the background of SLA generation and the concept and content of SLA management in the telecom field, discusses the basic parameters of SLA in IP network, and discusses the difficulties in implementing SLA of telecom carrier IP network based on the actual situation.