The Hub Commentary_
I cannot escape the cloud discussion today and must say that I agree with Don and his article this week in contrast to the other I just posted today. Business Service Management practices, Service Level measuring and management of the service regardless of where it runs is the responsibility of the service provider – IT.
Having a view of the overall service, who’s doing what and how each component is performing is the value of the integrated end-to-end view of services IT delivers to the business. Take advantage and evaluate the most cost efficient and best use of your resources when evaluating where it should be deployed, however, do not forget you must still instrument it to be managed and measured.
Service levels are a key component when engaging with the service providers. You want to define your expectations for service availability, performance and responsiveness to an incident, but you need to map your requirements to the value delivered by the service. Exercising your right to define very stringent service levels only increases the price, balance your real requirements with your service level requirements.
Are you measuring your service provider and cloud services?