Cloud Server Metrics & Client Requirements...

Question

My name is Michael Bullut. I'm the Cloud and Infrastructure Lead for a firm called Virtual City located in Nairobi, Kenya. Recently, we set up a cloud division of which I will be at the forefront and I wanted to know your experience in setting up cloud services (Saas, PaaS & IaaS) for your respective firms. For example, how do you gather client requirements? Is there like a form they fill with prerequisites? Also, for setting up of servers, what metrics do you use to monitor performance? C.P.U. and R.A.M. utilization? Hard disk capacity? Network traffic (Rx & Tx)? I would appreciate the help as I'm starting from scratch.