SLA in cloud computing: Improving SLA's life cycle applying six sigma

Complexity of business process in higher education, make it very reasonable for university to adopt cloud computing for a better quality services and education. Many researches showed that cloud computing does a great job in educational environment. Despite many advantages existing, cloud computing has not separated from security incidents. So that, an organized management, security awareness, and Services Level Agreement (SLA), a contract between a user and a provider of a service specifying the conditions under which a service may be used, will be needed in order to minimize the risk. DMAIC approach can improve quality of cloud computing service level agreement by eliminating non-value added steps. Together with ITIL, DMAIC (Six Sigma) make a great combination for improving the quality of IT service delivery and support. In this research we will use it to improve SLA life cycle in cloud based academics services. Designing SLA through Six Sigma approach can be a powerful in the educational setting even though it was developed with manufacturing processes in mind.