Cloud on the horizon

The cloud is a technical concept, usually something for the IT people to focus on and not the kind of concept that should be on a customer service blog, so why am I about to talk about it here?

Sometimes a concept comes along that should be of interest to everyone – no matter their level of technical knowledge.

The virtualisation of business services is changing the way software, hardware, and many services that use IT, are all delivered, billed, and supported so it is important for customer service executives to have an idea of what is changing. And let’s face it, which business process does not use IT these days?

Think about how easy it is to use the web tools you use in your daily life. You can store your holiday photos on Flickr, you can store video from your telephone on YouTube, you can write blogs on WordPress, and store your business contacts in LinkedIn.

All these tools are examples of consumer tools that are cloud-based; the user accesses the application and all the data inside the shared cloud space rather than having anything on their local computer.

Google Apps is one of the best-known cloud-based business tools, along with other tools such as Salesforce.com. All these tools need to be supported in a very different way to tools that were installed, configured, and managed locally.

Local configuration and customisation is usually harder with these tools so they should be easier to support. If you have experienced the differences between supporting business users working with traditional and cloud-based systems then I’d be interested to hear your views on the differences.

I think that all of us who are focused on using technology to help customers should really get to grips with the cloud – it’s going to change the world!
IBM Cloud Computing

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One Response to Cloud on the horizon

  1. Emma says:

    Cloud computing is well on the way/in place, and in theory it makes it easier, however, when/if there is a breach the down time can be longer and the customer base affected can be much bigger. Anyone considering cloud computing must ensure they have fully considered their security requirements and not assumed that the 3rd party has ‘got it all figured out’ “You have to understand that you can’t just throw all of the security and compliance concerns to the provider; you have a responsibility to ask for the right things, to understand your risk management responsibilities, because you can’t outsource that.” then with all these controls in place you can have piece of mind that your Cloud is indeed safe, but don’t forget to keep checking!

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