16 key service quality metrics to boost cloud engagements

16 key service quality metrics to boost cloud engagements

Summary: Key service quality, service availability, service reliability, service scalability and service resiliency metrics that should be part of cloud service level agreements.

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What kinds of metrics should you demand from your cloud provider or data center?

Dashboard-Photo by Joe McKendrick
Photo credit: Joe McKendrick

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.

Reliability Rate Metric: "Percentage of successful service outcomes under pre-defined situations"; measured by total number of successful responses; expressed as percentages.

Network Capacity Metric: "Measurable characteristics of network capacity"; measured by bandwidth, throughput in bits per second; expressed as number of megabits per second.

Storage Device Capacity Metric: "Measurable characteristics of storage device capacity"; measured and expressed in storage size in gigabytes.

Server Capacity Metric: "Measurable characteristics of server capacity"; measured and expressed as number of CPUs, CPU frequency in GHz, RAM and storage size in GBs.

Web Application Capacity Metric: "Measurable characteristics of Web application capacity"; measured and expressed as requests per minute.

Instance Starting Time Metric: "Length of time required to initialize a new instance"; measured by data and time the instance was up and the date and time of the start request; expressed in minutes.

Response Time Metric: "Time required to perform synchronous operation"; measured by date and time of response and total number of requests, expressed as averages in milliseconds.

Completion Time Metric: "Time required to complete an asynchronous task"; measured by date of request to date of response and total number of requests; expressed as averages in seconds.

Storage Scalability (Horizontal) Metric: "Permissible storage device capacity changes in response to increased workloads"; measured and expressed in storage size in gigabytes.

Server Scalability (Horizontal) Metric: "Permissible server capacity changes in response to increased workloads"; measured and expressed as number of virtual servers in resource pool.

Server Scalability (Vertical) Metric: "Permissible server capacity fluctuations in response to workload fluctuations"; measured and expressed as number of CPUs, RAM size in gigabytes.

Mean-Time to Switchover (MTSO) Metric: "Time expected to complete a switch over from a service failure to a replicated instance in a different geographic area"; measured by date and time of failure and total number of failures; expressed in minutes.

Mean-Time System Recovery (MTSR) Metric: "Time expected for a resilient system to perform a complete recovery from a service failure"; measured by date and time of recovery to date and time of failure and total number of failures; expressed in minutes.

Topics: Cloud, Enterprise Software, IT Priorities

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