All this can lead to an imbalance of expectations between end customers and the support service provider. The end customer perceives that the service is „bad“. The response to requests can be „slow“. The support can be „incomplete“. All of this is not quantified – but they suggest background noise of customer dissatisfaction with the service – especially when the end user is a paying customer. For the service manager, it is too easy to think that the perception of the customer is wrong: it can not be wrong! This is the perception of the customer and will remain so until it changes. „The concept of service level agreements for all companies is a topic that the time has come. This book is a comprehensive plan on this topic. Paul F. Kirvan, Management Consultant, Paul F. Kirvan Associates, USA. However, this service may not be what the customer wants! So how to orient the service according to the needs of its customers? He has published more than 300 articles on service management and is the author of two other books on service level agreements. When the in-company service was first established, its size and scope were agreed.
Its capacity has been defined and throughput requirements may also have been specified. But there are many other aspects of the service that are often not quantified. Often, in recent times, service needs have not been settled with the customer, so the changing requirements of the customer may not be reflected in the current specifications. The service provider may face increased demand and without additional resources to cover them. Service Level Agreements for Cloud Computing offer a unique combination of enterprise-oriented application scenarios and advanced research in the area of service level agreements for clouds and service-oriented infrastructures. This book presents current results of state-of-the-art research as well as viable solutions for cloud infrastructures or Enterprise Resource Planning (ERP) environments. Service level agreements for cloud computing contribute to different levels of service management, from infrastructure to business level to software, including horizontal aspects such as service monitoring. This book provides readers with important information about delivering and managing cloud infrastructure. Case studies are presented at the end of most chapters. Service Level Agreements for Cloud Computing are designed as a tracking tool for high-end practitioners working in the areas of cloud computing, distributed systems, and IT services….