Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, OLA, Operational Level Agreement, QoS, Quality of Service, Service Level Agreement, Service Level Management, Service Level Requirements, SLA, SLM, SLR
To enable SLM, customers as well as internal and external suppliers should be identified and managed. For most service providers, cloud computing infrastructure consists of services delivered through central sites utilizing configured servers. Whereby, IT services often appear as single access points to clients.
Descriptively, establishing sound SLM necessitates clear service specifications and interfaces defined with customers (Service Level Requirements (SLRs)). Furthermore, internal Operational Level Agreements (OLAs) and contracts with external suppliers will facilitate adherence to negotiated SLAs.
“View Part I of the Service Level Management of Cloud Computing series here“