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
Commercial cloud computing vendors are expected to meet achievable QoS requirements, and if the entity is vigilant, sign legally binding SLAs promoting expectation fulfillment. To ensure effective SLAs, OLAs must be defined and developed prior to deploying any cloud computing service. These OLAs should cover expectations that assist the entity’s IT organizational structure in services delivery and contractual negotiations.
Commonly, OLA utilization requires explaining how services will be technically delivered to support the SLA(s) in an optimal manner — with provisions for timely updating related to service quality. Consequently, an OLA should specify technical processes in terms meaningful to the cloud computing provider, and can support several SLAs.
“View Part I of the Service Level Management of Cloud Computing series here“