Cloud Responsibility Matrix
Indicate F for fully managed model, and J for
ID Component jointly managed model
Agency
0 Network Management
0.1 Support for remote connections
0.2 Provision of technical infrastructure
0.3 WAN monitoring
0.4 Availability of monitoring and reporting
0.5 Redundant data connection to data center
0.6 Hardware, Support, Cables, Adapters, Spares
1 Hardware and DR Management
1.1 HW monitoring
1.2 Activation of technical service in the event of problems
1.3 Maintenance and service required by manufacturer
1.4 Provision and organization of backup and restore infrastructure
1.5 Capacity planning and HW sizing
1.6 Disaster recovery planning
1.7 Hardware upgrade in the case of system enhancement
1.8 Automatic proactive monitoring and alerting
2 Data center landscape
2.1 Distribution of system landscape across
2.2 Synchronous data mirroring between
2.3 Fire protection and monitoring
2.4 Redundant power supply
2.5 Cold standby server and storage
3 Operating System Management
3.1 Monitoring operating system
3.2 Analysis of operating system and elimination of potential problems
3.3 Implementation of patches for the operating system
3.4 Upgrade of operating systems
3.5 Monitoring technical components important for business processes
3.6 Monitoring file systems
3.7 Enlargement of file systems while in use
4 Performance and System Optimization
Optimization of hosted systems and maintenance of parameters,
4.1
according to SLA requirements
Analysis of hosted systems with regard to potential for application
4.2
specific performance optimization according to SLA requirements
5 Backup and Recovery
Test of strategy for backup and recovery to be performed on a
5.1
quarterly basis
Backup of application components (DB, Application Configuration,
5.2
OS, etc...) as defined in backup strategy in operations manual
5.3 Online Rreplication, as defined in operations manual
5.4 Offline Replication, as defined in operations manual
5.5 Recovery in case of failure
5.6 External or additional backups
6 System operation and monitoring
Monitoring system logs, and definition of prerequisites for system
6.1
environment/definition of messaging and escalation procedure
6.2 Analysis of system log, for functional errors
6.3 Installation of system environment, including transport landscape
Creating plans for startup/shutdown, according to operations
6.4
manual
6.5 Planning time windows for startup/shutdown
6.6 System restart in the event of failure
7 User Management
7.1 Creation of standard users structure
7.2 Creation of administrator user and policies
7.3 Administration of users (locking/unlocking)
Functional change management and support for authorization
7.4
profiles/roles/activity groups
8 Batch processing (Basis)
Scheduling standard batch background jobs, according to
8.1
operations manual
8.2 Scheduling additional applications specific background jobs
8.3 Checking applications specific background job logs
Management of applications specific background jobs and error
8.4
handling
9 Batch Processing (Application)
9.1 External job system
9.2 Definition of application jobs
9.3 Scheduling background jobs
9.4 Checking correct job execution, if defined by application services
9.5 Checking background job logs
9.6 Management of background jobs and error handling
9.7 Monitoring and alarming by email or SMS
10 Software licensing and/or SaaS
10.1 Operating Systems (AIX, Linux, Windows)
10.2 Database
10.3 Middleware Technologies
11 Reporting
11.1 Monthly SLA Reports
11.2 Additional Reports
11.3 Web-based Call Center ticket system
11.4 Application consulting meeting
11.5 Quarterly customer relationship meeting
11.6 Exchange engineering consulting meeting
11.7 Exchange application consulting meeting
12 Application Support Services
12.1 Software Installation
12.2 Software Upgrade / Additional Features Installation
12.3 Exit/Transition activities from another hosting vendor or location
12.4 Application Test for new environments
12.5 Go Live Check
12.6 Functional Application Enhancements
12.7 Application Integration
Features and application configuration, customization, support, and
12.8
development
13 Log Administration
13.1 Monitoring System logs
13.2 Analysis of system log entries
13.3 Processing system log entries
14 Analysis of program aborts
14.1 Monitoring process aborts and reporting to customer
14.2 Analysis of process aborts
14.3 Error handling for aborted processes
Responsibility Matrix
ully managed model, and J for
d model Agreement Service Model
Remarks
Iaas / PaaS / SaaS
CSP
