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
Generally, cloud computing clients do not own the physical infrastructure, logical infrastructure or applications accessed by authorized personnel. Instead, clients avoid capital expenditures through leasing usage from the third-party provider. Service consumption payment plans are typically based on utilization and/or subscription rates defined in the third-party provider’s business model; where leasing arrangements can reflect block time, remote batch, or timeshare costing techniques. Nevertheless, entities that acquire cloud computing services should employ sound IT service management systems, processes, activities, and tasks to ensure defined QoS as well as financial expectations for selected third-party configurations are fulfilled.
“View Part I of the Service Level Management of Cloud Computing series here“