IT Governance, Risk, and Compliance

Nov 1 2010   5:39PM GMT

Service Level Management of Cloud Computing – Part IV



Posted by: Robert Davis
Tags:
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

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