Model Penilaian Kapabilitas Proses Layanan Service Level Agreement (SLA) Pada Cloud Computing

The growth of information technology (IT), resulting in the increasing need for IT resources. Cloud Computing is a mechanism that allows users to "rent" IT resources and utilize them as needed. This concept will benefit the organization, which does not need to pay operational costs, maintenance and large initial investment to buy infrastructure, so focus on its main business. To ensure IT services run well, there is a need for guarantees and agreements between providers and users in the form of agreements called Service Level Agreements (SLAs). SLAs are expectations and fairness agreed by service providers and consumers, from the determination to the termination of service. The study proposes a service process capability assessment model to determine the level of process capability that refers to ISO / IEC 15504 which has process and capability dimensions. Each process has a goal, activity (base practice) and output (work product) which is the result of standard analysis on Cloud Computing. From the results of the assessment at PT. Walden Global Services shows that the capability level of SLA service processes is at the level 0 position. It can be concluded that a small amount of base practice is carried out and a small portion of work product is generated from the activities and processes carried out. To increase the level of process capability, it is proposed steps to increase the capability level to level 3.