GUIDE TO CLOUD SLAS

Topics: Cloud computing, Service level agreement, Grid computing Pages: 84 (16555 words) Published: October 11, 2013
Practical Guide to Cloud Service Level Agreements
Version 1.0

April 10, 2012

Contents
Practical Guide to Cloud Service Level Agreements Version 1.0 ............................................................. 1 Acknowledgements....................................................................................................................................... 4 Workgroup Leaders................................................................................................................................... 4 Extended Workgroup Members ............................................................................................................... 4 Additional Reviewers ................................................................................................................................ 4 Introduction .................................................................................................................................................. 5 Current SLA Landscape ................................................................................................................................. 5 Guide for Evaluating Cloud Service Level Agreements ................................................................................. 7 Step 1: Understand Roles & Responsibilities ............................................................................................ 7 Step 2: Evaluate Business Level Policies ................................................................................................... 9 Step 3: Understand Service and Deployment Model Differences .......................................................... 14 Step 4: Identify Critical Performance Objectives .................................................................................... 18 Step 5: Evaluate Security and Privacy Requirements ............................................................................. 21 Step 6: Identify Service Management Requirements ............................................................................. 28 Step 7: Prepare for Service Failure Management ................................................................................... 31 Step 8: Understand the Disaster Recovery Plan ..................................................................................... 34 Step 9: Develop an Effective Management Process ............................................................................... 36 Step 10: Understand the Exit Process ..................................................................................................... 39 Summary of Keys to Success ....................................................................................................................... 41 Works Cited ................................................................................................................................................. 43 Additional References ................................................................................................................................. 43

Copyright © 2011 Cloud Standards Customer Council

Page 2

© 2011 Cloud Standards Customer Council.
All rights reserved. You may download, store, display on your computer, view, print, and link to the Practical Guide to Cloud Service Level Agreements at the Cloud Standards Customer Council Web site subject to the following: (a) the Guidance may be used solely for your personal, informational, noncommercial use; (b) the Guidance may not be modified or altered in any way; (c) the Guidance may not be redistributed; and (d) the trademark, copyright or other notices may not be removed. You may quote portions of the Guidance as permitted by the Fair Use provisions of the United States Copyright Act, provided that you attribute the portions to the Cloud Standards Customer Council Practical Guide to Cloud Service Level Agreements Version 1.0 (2012).

Copyright © 2011 Cloud Standards Customer Council...

References: CSMIC SMI – Service Measurement Index, Carnegie Mellon University, 2011
International Function Point Users Group, Guidelines to Software Measurement, International Function
Point Users Group, 1994.
itSMF Metrics for IT Service Management, Van Haren Publishing, 2006
ITU-T Cloud Computing Technical Reports – March 2012
070, Eleventh Working Draft, May 2, 2011
TM Forum – GB 917 SLA Handbook – Release 3, TM Forum, January 2011
Boston: Addison Wesley, 2002
Woodward, Steven M, Cloud Computing Solution Measurement
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