GUIDE TO CLOUD SLAS
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
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
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