Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM
IT assets are complex to manage and continually change due to the nature of technology and changing business requirements. Effective life cycle management of hardware, software licenses and service agreements; as well as permanent and contracted human resources are critical success factors (CSFs) not only for optimizing the IT cost-base, but also for managing changes, minimizing service incidents and assuring a reliable quality of service (QoS).
As suggested by International Business Machines (IBM), cloud computing enables entities to provision reliable, on-demand services in a flexible and affordable manner; thus, offering the benefits of open standards, scalable systems and service oriented architecture. However, there are potential challenges associated with managing a cloud environment, including:
- rapid growth of virtualized resources across multiple domains
- linkage of dynamic resources to underlying IT infrastructure
- operational monitoring and problem determination across the physical and virtualized infrastructure
“View Part I of the Service Level Management of Cloud Computing series here“