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Service Level Assurance

Let us start this subject with an example.

The easiest service level example is in Pizza delivery. When we order a Pizza over phone, we like that Pizza to be delivered home within predictable time and still hot from the oven. The service qualities that are important to us are:

  • the taste and flavor of the Pizza

  • how long we need to wait before it gets to us (lead time)

  • how predictable is the service provider on lead time, and

Lego Blocks Of A Business Application

We are continuing on our discussion from an earlier post that different businesses of the same type do have a strong need to strategize on providing differentiated customer experience and/or continuously optimizing their operating cost. If all business logic is built into one shared monolithic business application, such a model does not yield to differentiation. Let us see this with an example.

A famous doctor wants to set up a private clinic. He/she chooses a location in the city, buys real estate and constructs a clinic with facilities that are modern at that time. The doctor employs his or her own trained maintenance, nursing and operating staff. The doctor sets up an in premise clinical lab. The doctor also decides to run his/her own ambulance service. We see a (monolithic) self contained clinic.

Understanding The Cloud Jargons

We will continue with Gmail as our example. This is a mail software that we consume as a service. The jargon that the techie guys use to represent such a thing is SaaS (Software As A Service - usually pronounced as if it is a single word 'SaaS'). So Gmail is SaaS.

Whenever we use SaaS, all of us use a unique path in the internet to invoke the software. In the case of Gmail the unique path is We all know it. Irrespective of your current location in the world this path is the same. Even if you use different kinds of devices (iPad, iPhone, your other smartphone, laptop, internet kiosk, your desktop pc, your hotel TV screen or an Apple Mac) to access the internet, this path is the same.

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