Accountabilities for Service Quality
Eric Bauer, Randee Adams · 2013
Cloud consumers, cloud service providers, suppliers, and end users all want the quickest and most effective resolution of any service impairments and failures that may arise. This chapter reviews traditional deployment accountabilities as a baseline, and then analyzes how cloud service delivery impacts those traditional accountabilities. It applies the service gap model to the application's resource facing service boundary (measurement point zero [MP0]) in which the cloud service provider is the “provider” and the cloud consumer is the “consumer.” The chapter also applies the service gap model to the application's customer facing service boundary in which the cloud consumer is the provider and the end user is the consumer. “Satisfaction guaranteed or your money back” is the de facto SLA of respectable retailers. Accountabilities in the cloud deployment ecosystem are quite different from the service quality accountabilities in the traditional deployment ecosystem.