IT Governance, Risk, and Compliance » Service Level Requirements

Service Level Management of Cloud Computing – Part VIII

Robert Davis — Tue, 16 Nov 2010 00:03:53 +0000

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“

Service Level Management of Cloud Computing – Part VII

Robert Davis — Fri, 12 Nov 2010 04:52:07 +0000

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“

Service Level Management of Cloud Computing – Part VI

Robert Davis — Mon, 08 Nov 2010 20:32:21 +0000

SLR recording dictates identifying performance as well as capacity requirements and placing them in a SLM registry. These SLRs can encompass:

Scalability
Maintainability
Reliability
Availability
Performance
Security

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“

Service Level Management of Cloud Computing – Part V

Robert Davis — Thu, 04 Nov 2010 17:13:11 +0000

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“