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

ITIL Reporting

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:

When designing cloud services:

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):

Survey results benchmarked against expectations

Some quality aspects hard to define

Must be evaluated

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