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Building trust between cloud providers and consumers

Seth Payne, senior product manager at Skytap | March 4, 2013
Enterprises that have, or are considering, the move to cloud computing should understand that they are not simply purchasing a specific product or service. Rather, they are entering into a partnership with their cloud provider.

In a recent report, analyst Ray Wang proposes a cloud consumer 'bill of rights.' Wang's proposal is important because it highlights significant aspects of the client/vendor relationship in the cloud computing space. This relationship is unique because of the level of both trust and communication that must exist between client and vendor in order for cloud deployments to be successful.

Enterprises that have, or are considering, the move to cloud computing should understand that they are not simply purchasing a specific product or service. Rather, they are entering into a partnership with their cloud provider. An enterprise's cloud provider becomes an extension of the enterprise IT department. As a result, the vendor should be considered a trusted partner. In order for this to happen, both client and vendor must commit to communication and transparency that is generally foreign to the purchase of on-premise IT solutions.

The emergence and explosive growth of cloud computing represents a fundamental shift in how IT services are developed and delivered. Cloud computing offers incredible benefits ranging from reduced cost to improved user experience. These benefits are largely realized from increased efficiency, streamlined system upgrades, reduced system deployment and configuration time, significant flexibility, and control over how and when resources are utilized. This emergence also introduces new, but not necessarily additional, risks that managers must consider when evaluating cloud services and vendors. Questions regarding security, data ownership, and reliability are at the top-of-mind for CIOs and other technical managers, as well they should be.

When firms embrace cloud computing they are, in part, entrusting a portion of their IT operations to a third party. As such, the cloud provider becomes an important member of the firm's IT team and strategy. Given how integral a cloud vendor becomes to various IT operations it is imperative that clients and vendors transcend the traditional transactional relationship and enter into a cooperative partnership mutually beneficial to both parties.

Trust and Transparency

A key to building a successful cooperative partnership is establishing and maintaining trust. To set the stage, cloud vendors must be transparent about their:

  • Policies
  • Underlying infrastructure
  • Support/maintenance procedures

Some cloud vendors may be hesitant, at first, to disclose this type of information in a highly competitive marketplace, but will quickly learn that transparency is good for business.

Operational risk is inherent when adopting any cloud platform and most clients will recognize that no IT implementation, whether cloud or on-premise, can be undertaken without it. Vendors can mitigate concerns by clearly outlining potential risks and the procedures that are in place to deal with them for example:

  • Data center specifications
  • High-level storage, compute, and networking architectures
  • Disaster mitigation processes
  • Outage SLA and recovery plans

 

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