16 key service quality metrics to boost cloud engagements
Grazed from ZDNet. Author: Joe McKendrick.
What kinds of metrics should you demand from your cloud provider or data center? In their just-released book, Cloud Computing: Concepts, Technology & Architecture, authors Thomas Erl, Zaigham Mahmood and Ricardo Puttini spell out some of the key varaibles that make for a successful service level agreement for cloud services.
Quality of service is essential to meet cloud consumers’ business requirements, and the following are examples Erl and his co-authors provide as ways to measure and ultimately assure this quality:
- Availability Rate Metric: "Percentage of service uptime; measured as total uptime against total time"; expressed in percentages.
- Outage Duration Metric: "Duration of a single outage"; measured by date and time outage began and ended, expressed in hours and minutes.
- Mean-Time Between Failures (MTBF) Metric: "Expected time between consecutive service failures"; measured by normal operational period duration and number of failures; expressed as average number of days…

