Consider commitments to existing customers

Cloud services impact customers:

• Strategically
• Operationally

1. Strategic impacts

Replace or augment operating models

Changes service positioning

Services change

New customer engagement

Consider in VOCR

Research changes

Negative impacts can lower satisfaction

Emphasize positives

2. Operational impacts

Performance costs

Features

Cloud must support SLAs at minimum

Define current and future requirements

Prioritize meeting service levels

Unexpected change can cause dissatisfaction: can lead to suspicion about future services

Operational SLAs affected:

• Availability
• Engagement
• Features
• Privacy
• Security

Senior management should meet customers:

• Discuss changes
• Confirm continued service use
• Feed back to cloud strategy

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