ABSTRACT
Wisdom, knowledge, and information drive service provider operational policies, which are captured in both the scripts that serve as inputs for automated systems and the work instructions that guide human operators. This chapter explains the following risks: service policy risks, which drive decisions and actions of automated systems and human operators; flawed translation of service policy into automation scripts considered as faulty service workflow risk; faulty execution of policy by automated systems due to lifecycle management risks, VM placement policy violation risk, or VN diversity compliance violation risk; flawed translation of service policy into human work instructions considered as human process risk; faulty execution of policy by human operators considered as human error risk; and faulty input data due to visibility risks. The chapter maps the following service policy risk items into the cloud risk fishbone: insufficient spare capacity risk, faulty resource placement policy risk, faulty scaling decision criteria risk, and inaccurate demand forecast risk.
