Chapter 10

Cloud Service-Level Management

Service-level management processes are used to provide a framework that allows you to define services, agree upon the necessary service level required to support business processes, develop the service-level agreements (SLAs) and operational-level agreements (OLAs) to satisfy these requirements, and specify the costs of services.

In this chapter we will cover the different components of the Information Technology Infrastructure Library, or ITIL, and dive into one of these components, Service Level Management, to see how it can be applied to cloud computing.

  • Understanding ITIL service management
  • Applying ITIL to cloud computing
  • Developing and utilizing performance metrics
  • Implementing continual service ...

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