Page 496 - Cloud computing: From paradigm to operation
P. 496

2                                            Cloud Computing management


            When either of the two CSPs becomes aware of a VoIP problem, tools are needed so that they can quickly
            resolve the problem in an effective manner. This includes being able to see via a service dashboard or CRM
            portal what has occurred relative to the VoIP service and to investigate in order to obtain greater details
            concerning any significant item. Additionally, the customer service agent should also be able to initiate an
            order for new or changed service configurations. However, if the agent lacks access to useful end to end
            cloud resource management tools and can only create a trouble ticket and then pass the problem off to
            another agent for action, the cloud service customer will be unsatisfied and this could potentially result in
            excessive operational expenses.














































































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