Page 444 - Cloud computing: From paradigm to operation
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2 Cloud Computing management
10.1.1.1 Customer order management
Customer order management is responsible for the E2E lifecycle management of a customer request for
products. This includes customer order establishment (step guiding, data collection and validation), customer
order publication as well as customer order orchestration and overall customer order lifecycle management.
Customer order management functionalities include the following:
1) customer order establishment. This functionality is responsible for the acquisition of a customer
order for products;
2) customer order distribution. This functionality decomposes the customer order into product order
requests (e.g., bundle decomposition);
3) customer order publication. This functionality issues valid and complete customer orders, and stores
the order into an appropriate inventory;
4) customer order tracking and management. This provides the functionality necessary to track and
manage the distributed requests decomposed by customer order distribution;
5) customer order orchestration. This functionality provides workflow and orchestration capability
across customer order management;
6) customer order lifecycle management. This provides the functionality necessary to track and
manage a customer order from establishment to cancellation.
10.1.2 Customer assurance functionalities
This covers a set of functionalities for the assurance management of cloud customers. These functionalities
include customer problem management, customer SLA management and customer quality management.
10.1.2.1 Customer problem management
This set of functionalities is responsible for managing problems reported by customers, resolving these
problems to the customer's satisfaction, and providing meaningful status on the issues, as needed, to the
customer. These functionalities include customer problem reception and validation, customer problem
lifecycle management, customer problem diagnostics, customer problem resolution and customer problem
reporting.
10.1.2.2 Customer SLA management
Customer SLA management includes the required functionalities to assure that cloud SLAs made between
CSCs and CSPs are met. This includes processing measurements made elsewhere and checking the
measurements and taking appropriate actions when the specified agreements are not met. These
functionalities include customer SLA issue reception, customer SLA analysis, and customer SLA reporting.
10.1.2.3 Customer quality management
Customer quality management enables CSPs to leverage customer insight gained from CSC transactions,
interactions and activities with the CSP to treat the CSC in a personalized manner and provide a unique
customer experience. These functionalities include customer profiling (e.g., customer profile inquiries,
customer behaviour tracking, prediction), customer experience monitoring, customer satisfaction validation
and customer operational decision making.
10.1.3 Customer repositories functionalities
This set includes functionalities for customer information management.
10.1.3.1 Customer information management
Customer information management ensures the management of a consistent, accurate and complete CSP
view of customers. This includes functionalities for customer subscription management, customer profile
management (e.g., managing customer preferences and customer details) and customer interaction
collection and storage.
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