The creation of an SLA essentially involves linking the business model to the technical model. Negotiations between the supplier and the customer should not be based on cpu time and storage volumes used, but on units that are understandable and measurable for the customer, such as for example. B the number of transactions per hour or the number of emails per day. It`s best to create a table showing business goals on the left and technical goals on the right. In the article „Checklist Service Level Agreement SLA“, you will find a checklist that can be useful when creating an SLA. Example of a business objective: reduce downtime and the technical objective could then be the installation of a proactive network management system. Another business objective: the improvement of the competitive position. The technical objective is, for example, to simplify access to the extranet for the customer. The SLA is the link between the customer`s business expectations and the necessary technology. Although it is difficult and energetic to create and comply with an SLA, it provides something: the supplier can show that it provides the desired performance in a way that is understandable to the customer, according to predefined measurement points and achieved results. In addition, the supplier knows exactly what is expected of him. And the customer sees his business expectations come true without facing unexpected setbacks. The underlying advantage of cloud computing is that of shared resources that are supported by the underlying nature of a common infrastructure environment.
Therefore, SLAs span the entire cloud and are offered by service providers as a service agreement and not a customer-based agreement. La mesure, la surveillance et la production de rapports des performances en nuage sont basées sur le UX final ou sur sa capacité à consommer des ressources. L`inconvénient de l`informatique en nuage par rapport aux SLAs est la difficulté de déterminer la cause des interruptions de service en raison de la complexité de la nature de l`environnement. How many users can this server handle ? Can I run the database SQL application and an Exchange application on one machine? How many users can I handle simultaneously with this Exchange server? Capacity planning in the Windows world is often purely guesswork. . . .