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Are the charges for the delivered quantities correct? Are the prices
as agreed upon? Are index increases coordinated correctly? Do the
numbers correlate correctly to the users?
In addition to actual performance monitoring, the following aspects in
particular should also should not be ignored:
Periodic reviews of the vendor evaluation: Has the Cloud provider
changed ownership? Have there been great changes in user
feedback? Have there been any security incidents?
Periodic review of the competitiveness of the agreement: Does the
Cloud provider now offer more favourable terms and conditions /
more Performance? Are there technical innovations in the field that
lead to more favourable conditions on the market?
The measures taken for Cloud controlling secure the performance the
service and also ensure that the benefits for the company are achieved. A
successful controlling can pave the way for the implementation of other
Cloud services and make sure that expectations are reached.
Continual service improvement
For Cloud services that cover critical company processes, it can be advisable
already upon selection of a Cloud provider to agree upon and define the
criteria for regular evaluation of the service. This evaluation and the results
can, depending on the requirements, take the form of a report (service level
reporting, audits performed by the Cloud provider, improvements
implemented) or, if the Cloud provider also allows for this possibility, take
place in the context of a feedback dialogue. The possibility of individual
support will usually remain the exception, but should be taken into
consideration for services concerning critical company processes.
