Key ITIL Processes For Cloud Computing: Service Provider Perspective (External Facing) - Service Level Management

ITIL and Cloud Computing Series - Part 8

With Cloud computing, SLM will become even more important. Customers are concerned with the service levels that would be or is being delivered to them. They are not concerned with how the service provider will deliver the same. In cloud environment, a well defined SLA will gain prime importance. Service provider will have to have a very effective OLAs and UCs so as to be able to commit to and meet the customer's service requirements. Hence there has to be a very effective coordination between SLM and supplier management.

Customers would be interested in knowing how the service provider can meet their service requirements. Customers would evaluate the service levels that the service provider has been delivering. So one of the first steps towards decision on selecting a service provider would be the detailed analysis and evaluation of the service levels that they guarantee to provide.

Thus, a service provider will need in place a very matured Service Level Management process along with an experience Service Level Manager. This would be very important to gain customer's confidence.