Page 496 - Cloud computing: From paradigm to operation
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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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