Key ITIL Processes For Cloud Computing: Customer Perspective - Incident Management

ITIL and Cloud Computing Series - Part 5

When an IT service is hosted in a cloud environment, then the incidents that can trouble an organization could occur because of:

Error in application/service:

These are the incidents that occur because of error in the services or applications hosted by the organization. These incidents have to be resolved by the customers themselves. But a proper monitoring and recording of such events/errors should be done. It has to be integrated with the customers ticketing and incident management tool.

Error in the cloud infrastructure:

The responsibility to resolve such incidents is that of service provider. Customer should ensure that the defined SLA is inline with their organizational requirements. Also, this is again a case where Service Continuity Management is critical.