On the other hand, if we also have a stand where we offer juices all day, but at a fixed price and where customers B and C can meet their needs, this is a service-based SLA. ITIL focuses on three types of options for structuring SLAs: service-based, customer-based, and multi-tiered or tiered SLAs. There are many different factors to consider when deciding which SLA structure is most appropriate for an organization. Recommendation: In order to ensure steady progress in the implementation of an effective cloud computing system, the Minister of Defence should direct relevant officials to ensure that key cloud service practices are fully integrated when contracts and associated ASSs expire. These efforts should include updating the Ministry of Defense`s memorandum on cloud procurement and the current system for regulating defense procurement, to better integrate the most important practices. For example, an audit of the milCloud division`s contract documentation revealed that there was a language in which the contractor would prove that it was complying with certain parts of the service level agreement and that the cloud provider maintains the cloud environment in accordance with the department`s current policies and policies. By updating its guidelines to address these key practices, Defense is better positioned to more effectively measure the performance of the services received and, as a result, more likely to ensure the effective delivery and implementation of the services for which it has contracted. All issues relevant to a particular service (as far as the customer is concerned) can be covered. Applies to all customers who use the same service, for example. B the contract for IT support services for all those who use a specific IP telephony operator. ServiceNow® Service Level Management (SLM) is a comprehensive platform for documenting and tracking all service obligations between service providers and customers.
The April 2016 report, agencies must include key practices to ensure effective performance, provides details on its results and recommendations. GAO found that the five agencies and 21 cloud service contracts it audited contained most of the ten key practices. In particular, of the 21 cloud service contracts that were audited by the Departments of Defense, Health and Human Services, Homeland Security, Finance, and Veterans Affairs, 7 had completed all 10 key practices. The remaining 13 contracts contained 5 of the 10 or more key firms and 1 had no practice. Comments: The Department of Homeland Security (DHS) agreed with our recommendation and said the department would define common cloud-level service guidelines. . . .