Cloud Management

• By moving a solution to the cloud, IT managers shift a great deal of day-to-day management from their in-house department to the cloud- solution provider.

Service Level Agreement (SLA) • When you contract with a cloud-solution provider, part of

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your contract will contain a service-level agreement (SLA), which defines the levels of service the provider will meet.

• SLA Components – System uptime, normally expressed as a percentage, such as 99.9% – Run-time monitoring capabilities and event notification – Billing policy for various types of resource use (e.g., CPUs, disk space, and databases) – Technical support operations (e.g., call-time delay and event response time) – Data-privacy policy – Multitenant systems and applications – Customer and provider roles and responsibilities – Backup policies and procedures – Resolution steps in case provider fails to meet the service levels


SLA Best Practices • Mapping Business Cases to SLAs • Consider cloud and on-premise SLAs as cloud based solutions often have higher level SLAs • Understand scope of SLA (application, infrastructure etc.) • Understand the scope of SLA monitoring – where it is performed and where calculated • Documents Guarantees at appropriate granularity • Defining penalties for non-compliance • Incorporate non-measurable requirements – security, location of data, etc. • Disclosure of compliance verification and management • Archiving of SLA data • Disclosing cross-Cloud dependencies


Real World: APICA Load Testing • A key responsibility of cloud managers is to monitor system

performance. • Several sites in the cloud provide response-time-based cloud

performance monitoring; others provide load testing, which measures how a site will perform during high user demand.

• The Apica website, provides both types of testing, as well as cache-utilization assistance, which the company says will significantly improve a site’s responsiveness.

Ensure and Audit System Backups • Managers should consider different forms of backups. • A company may back up user files from on-site

computers to disks that reside within the cloud. • Hopefully the company will never require these

backups; but regardless, the company should periodically audit the backups, perhaps by checking that you can successfully restore randomly selected files of different users.


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