Making Cloud SLAs readily usable in the EU private sector

Innovation rhymes with Trust

The Nobel-prize winning economist Kenneth Arrow wrote:

“Virtually every commercial transaction has within itself an element of trust”.

No business can exist without trust, especially the ones who deals with online transactions and intangible products like software, cloud services and digital products in general.

2016 Edelmen survey “Trust Barometer” found that countries with higher levels of trust were more supportive of business innovation. Trust is therefore vital in adoption of innovation.

Costumers engagement

Companies simply need to face up to this fact: by engaging consumers and prioritising transparency they can build trust and grow their client portfolio. Opening up data, products and processes to customers enables them to trust businesses and engage with them.

This idea can be extended to how a company can source or procure new solutions. The last frontier of this approach is establishing a connection with costumers that enables them to shape new products and services. 

Events in 2016, such as the DG CONNECT Workshop on Cloud Security and EuroDig 2016, highlighted transparency as a key factor in building trust and confidence in cloud computing technologies, for example, through standards implementation, certification, SLAs (with related Service Level Objectives and metrics), auditing and monitoring, and clarification of legal aspects.

Service Level Agreements

Standardising SLAs can benefit both cloud service providers and customers. From a cloud service provider perspective, CSPs would have to deal with fewer misunderstandings with their customers. From a customer perspective, having a standard means not having to re-invent the wheel every time, saving everyone time and effort.

SLA-Ready has a very strong focus on transparency. We aim to provide a common understanding of Service Level Agreements (SLAs) for Cloud services with greater standardisation and transparency:

  • Our services support SMEs with practical guides and a business hub, encouraging them to carefully plan their journey through the cloud landscape.
  • Large companies can benefit too from SLA-Ready guidance and insights on security and privacy isuses, helping C-Level executives define service level agreements, objectives and metrics.

SLA-Ready Tools: Reference Model | Business Hub | Use Cases

 

SOURCE: We need trust to innovate, Mike Pitts, innovateuk.blog.gov.uk