Page 448 - Cloud computing: From paradigm to operation

2 Cloud Computing management

5) service activation. This functionality is responsible for the activation of a cloud service based on the
specific service configuration.

10.3.2 Service assurance functionalities
This covers a set of functionalities for the assurance management of cloud services. These functionalities
include service problem management, service performance management, service quality management and
service test management.
10.3.2.1 Service problem management

This set of functionalities is responsible for receiving service affecting CSC problems as well as CSP
infrastructure faults. These functionalities analyse and resolve service problems in an efficient manner,
tracking these problems and reporting them. This includes:
1) service problem reception. This functionality receives problems that are perceived to be service
affecting;
2) service problem monitoring. This functionality monitors the operational status of cloud services;
3) service problem analysis. This functionality diagnoses service problems. It correlates CSC problems
with resource faults, and prioritize service problems appropriately;
4) service problem correction and resolution This functionality resolves the service problem back to a
normal operational state as efficiently as possible;
5) service problem tracking and management. This functionality assures that service problems are
assigned, coordinated, and restored efficiently, escalating as needed;
6) service problem reporting. This functionality reports the status of service problems. This includes
operational reports, management reports, reports against various metrics, as well as information
needed by other related management and operations functionalities.

10.3.2.2 Service performance management
This set of functionalities is responsible for monitoring, analysing and reporting on the E2E service
performance. This includes the following functionalities:
1) performance monitoring. This functionality collects and monitors service performance parameters;
2) performance analysing. This functionality is responsible for the analysis and evaluation of services'
performance (analysing data received from service performance monitoring, determining the
causes of changes, providing operations for adapting the performance);
3) performance reporting. This functionality creates service performance reports on a periodic basis
or on-demand.
10.3.2.3 Service quality management

This set of functionalities is responsible for monitoring and managing the E2E quality of services. They allow,
collect and compare quality related measurements against established services. The results can be optionally
available to interested parties. This includes the following functionalities:
1) service quality modelling. This functionality establishes what will be monitored and how it will be
monitored in terms of service quality. This includes the definition of the service quality model and
its dependencies as establishment of key quality indicators (KQIs) and service level objectives (SLOs),
accepting input from CSC contracts or service definitions, establishment of data sources for
monitoring;
2) service quality monitoring. This functionality collects and monitors service quality as determined by
the established service quality model;
3) service quality analysing. This functionality analyses and evaluates the quality of services being
delivered by the CSP;

4) service quality reporting. This functionality generates various reports on service quality and makes
them available on a periodic basis or on-demand.

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