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ITIL 4 Acquiring Managing Cloud Services Certification Course: Co-create - Cloud Service Quality

Service quality dimension/measure Description

Responsiveness

Incident response speed

Contractual commitments

General perception

Discuss issues with CSP

Expectations may need adjustment

Assurance

CSP staff knowledge and politeness

Best practice

Experienced through support

Hard to contractually enforce

Highlight gaps

Tangibles

Portals, documents, training, etc.

Perceived effectiveness

Review tangibles

CSP feedback mechanisms

Empathy

Personal attention

Measured through CPS interaction

Hard to contractually enforce

Give feedback to CSP

Reliability

Dependable cloud services

Clearly defined in SLA

Review continually

Reliability depends on:

  • CSP
  • Consumer implementation

Follow CSP best practice
 

Use quality dimensions to understand quality:

  • Expectation
  • Perception

When designing cloud services:

  • Interview customers
  • Proofs of concept, demonstrations and samples

Those informations as part of the final design of the cloud service

Key metrics and thresholds: expected quality

Survey (set of questions for each quality dimension):

  • Quantitative
  • Qualitative

Survey results benchmarked against expectations

Some quality aspects hard to define

Must be evaluated

Go back to ITIL 4 Acquiring Managing Cloud Services Certification Course: Co-create to finish this chapter or to the main page ITIL 4 Acquiring Managing Cloud Services Certification Course.

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