SaaS - It's All About Service

Bill Goodwin of Computer Weekly commented yesterday about telcos offering cloud alternatives after Ovum's article on enabling cloud telco services.

I completely agree that telecommunication companies (Telcos) will play a major role in providing an alternative to traditional IT suppliers and absolutely understand the reason for the concerns raised by the cloud in the industry.

When most people think of transferring their IT and communications investments to the cloud they fear losing control of their services. This is where most of the nervousness regarding the cloud originates, but it is unnecessary.

Telcos are well versed in the approach of using a combination of in-house services complimented by third party cloud vendors. This allows Telcos to provide a flexible solution that has been created with the customer’s requirements in mind. That said, it is worth remembering that a ‘service’ is made up of a ‘three legged stool’ of performance, availability and security.

Customers expect the highest of standards (and why not) so there is added pressure on companies to provide the appropriate level of due diligence, right down the supply chain, to ensure that service levels meet expectations. Now is the time for the industry to stop dodging this issue and “come clean” to consumers with a mechanism of clear statements about the service levels they can actually expect.