IT Governance, Risk, and Compliance:

SLA


November 16, 2010  12:03 AM

Service Level Management of Cloud Computing – Part VIII



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...

November 12, 2010  4:52 AM

Service Level Management of Cloud Computing – Part VII



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...


November 8, 2010  8:32 PM

Service Level Management of Cloud Computing – Part VI



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:

  • Scalability...


November 4, 2010  5:13 PM

Service Level Management of Cloud Computing – Part V



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

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...


November 1, 2010  5:39 PM

Service Level Management of Cloud Computing – Part IV



Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, QoS, Quality of Service, Service Level Agreement, Service Level Management, SLA, SLM

SLM can be considered QoS monitoring and management based on key performance indicators (KPIs). QoS KPIs can range from generic...


October 28, 2010  3:11 PM

Service Level Management of Cloud Computing – Part III



Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM

Usually the rapid growth of virtualized resources across multiple domains begets heightened IT service delivery expectations. To reconcile this perspective, management normally insists on increased quality, functionality and ease of use; decreased deployment time; and continuously...


October 25, 2010  3:00 PM

Service Level Management of Cloud Computing – Part II



Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM

IT assets are complex to manage and continually change due to the nature of technology and changing business requirements. Effective life cycle management of hardware, software licenses and service agreements; as well as permanent and contracted human...


October 21, 2010  6:24 PM

Service Level Management of Cloud Computing – Part I



Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM

Service Level Management (SLM) defines, negotiates, controls, reports and monitors agreed-upon service levels within predefined standard service parameters. Usually, effective


April 14, 2009  1:08 AM

Measuring Performance – Part IV



Posted by: Robert Davis
CE, Control Environment, Information Security Governance, Information Security Management, ISSM, IT Security Program, ITSM, Key Performance Indicators, KPI, Safeguarding Investments, Service Delivery and Support, Service Level Agreement, Service Management, SLA

Selective measurement utility is realized when a critical few indicators permit accurate and timely information for decision-making and, by extension, appropriate information assets protection....


April 9, 2009  7:10 PM

Measuring Performance – Part III



Posted by: Robert Davis
CE, Control Environment, Information Security Governance, Information Security Management, ISSM, IT Security Program, ITSM, Key Performance Indicators, KPI, Safeguarding Investments, Service Delivery and Support, Service Level Agreement, Service Management, SLA

IT security maturity modeling can measure the established control environment and controls within processes. Typically, the defined maturity modeling scale addresses entity-centric processes from an ad hoc...


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