An investigation into specifying service level agreements for provisioning cloud computing services
Nancy J. Kelley · Calhoun: The Naval Postgraduate School Institutional Archive (Naval Postgraduate School) · 2012
Within the U.S. Department of Defense (DoD), service level agreements are a widely used tool for acquiring enterprise-level information technology (IT) resources. In order to contain, if not reduce, the total cost of ownership of IT resources to the enterprise, the DoD has undertaken outsourcing its IT needs to Cloud service providers. In this thesis, we explore how service level agreements are specified for non-Cloud-based services, followed by determining how to tailor those practices to specifying service level agreements for Cloud-based service provision, with a focus on end-to-end management of the service-provisioning.