Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, QoS, Quality of Service, Service Level Agreement, Service Level Management, SLA, SLM
SLM can be considered QoS monitoring and management based on key performance indicators (KPIs). QoS KPIs can range from generic availability and usage statistics to entity-centric per-interaction indictors. Adequate SLM requires potential problems identification — such as gradual performance degradation — and alerts creation enabling downtime risk minimization. Consequently, SLM practices should include comparing actual performance to pre-defined expectations, determining appropriate actions and generating expressive reports to permit service improvement.
“View Part I of the Service Level Management of Cloud Computing series here“