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In the rush to the cloud, many business leaders are heading for trouble. Companies that don’t follow a roadmap or set up a safety net are driving off a cliff, encountering service failures that threaten viability. First businesses need to assess services for cost, value and risk to develop the roadmap that considers short- and long-term costs and savings. Second, businesses must build the safety net in terms of a service contract that outlines expectations for quality, performance, responsiveness, support, disruption and end of contract. This session will discuss the strategy for developing a service roadmap, contract and how to measure and govern the service provider, ensuring perception is reality.