Traditional descriptions of cloud computing and the various cloud operating models – IaaS, PaaS, SaaS – focus on the locus of responsibility for various layers of the system: facilities, network, storage, servers, etc. But these descriptions typically omit a critical element. Can you spot it in the diagram below?
The missing layer is the only layer that really matters – the customer. Ensuring that your application can actually be consumed – that delivery can be successful – is a critical part of providing your value. Your application’s facilities, network, and storage may be running properly, but will your customers actually benefit? Without a properly staffed, trained, equipped, and managed operations team, your service won’t last long enough for customers to care. If your customer is important, then so is your operations team.