The movement of IT services and business operations into the cloud is analogous to IT outsourcing except in a semi-private domain. We've been here before. What is different this time is that the Cloud service providers are attempting to offer generic services to many customers at once, even co-mingling data to achieve economies of scale. This approach is fraught with risk and tensions. For example, service providers need methods that provide them with competitive differentiation with low operating costs and customers need many business, security, and process assurances.  How do you articulate and specify Quality of Service for cloud services for requirements such as information governance, security, information quality, availability, integrity, protection, confidentiality, and performance. What are the needs,the capabilities, and what are the service levels you are willing to pay for? How do you even design and implement a service agreement for cloud services with out knowing the business requirements for your information assets?  How do you know your cloud-hosting service is capable and on a roadmap that conforms to your future needs? How does all this map together into a comprehensive set of "appropriate" service level agreements?  And, how about issues such as security practices. The "old-ways" no longer work. 

Service Management and ILM2.0 Tools & Methods: