IT Governance, Risk, and Compliance

Nov 4 2010   5:13PM GMT

Service Level Management of Cloud Computing – Part V



Posted by: Robert Davis
Tags:
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

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