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
SLR recording dictates identifying performance as well as capacity requirements and placing them in a SLM registry. These SLRs can encompass:
During the initial cloud computing acquisition phases, an IT architect should define the QoS measurements for each of the SLRs. Furthermore, an entity’s IT clients should agree on: guidelines for dealing with reported problems that may require extended timeframes to resolve as well as information detailing the impact of problems on business processes, other IT configurations and service users.
“View Part I of the Service Level Management of Cloud Computing series here“