IT is rapidly growing many new customers as of the last half of 2017. As a new company
to the business of remote IT assistance, providing customers with the best
quality calls is of utmost importance. Club IT needs to switch from the current
in-house solution, to a cloud solution to keep the quality of service to the
IT seeks to switch to cloud service for their call center to increase
performance over the current traditional manner. The transition will include
one of three options including: staying with current methods, switching to a
SaaS cloud model or switching to a IaaS model. Employees would need training
and to take classes on how to use the new call center cloud solution as well.
Transferring current customer information would involve either a transfer to a
virtual disk or using the current in-house server in conjunction with cloud
Investors are all within Club IT, as well as the
customers who they provide service for.
Business needs are based upon recent growth in the
size of the customer base. Club IT has recently not only gained many customers,
but also employed several new employees to take calls for the remote IT support
service. Calls are currently taken by standard telephones which is proving to
be costly and not efficient. With high call volume leading to numerous back
logging of calls, the need for a quicker and easier model is needed. On site
server storage also needs to be constantly expanded and upgraded, which is also
making cost rise quickly. A Cloud Structure for the call center is more
suitable because it is scalable and flexible within a given budget, while
producing a higher quality for customers.
The business goals for the company include the ability to
perform calls and pull up customer information all in one software, giving
employees the ability to work from home using their personal devices via a
company VPN (which is currently set up) and be able to record customer calls
for quality assurance and training (Davies, 2015). A cloud structure for
storing customer information also entails better security then current onsite
servers, while providing a more cost-effective means of expanding the amount of
storage and the ability to encrypt data via the software.
Business requirements are to ensure that business
continues as usual while transferring customer information, installing
headphones with microphones for online calling and ensuring a seamless
transition from the in-house solution to the cloud solution. It is also
important that the business recognize security procedures during the transition
to make sure no breaches are taken advantage of. This can be done with proper
encryption and following the guidelines given from the cloud company. A proper
back up is also required to ensure the availability and integrity of customer
Performance objective are to be met during the period of
transition. Subjecting customers to less than usual level of service is not acceptable.
Depending on the choice of SaaS or IaaS, performance of hardware will need to
meet specified levels as given by the cloud company. In the case for SaaS,
continued maintenance of storage servers will need to be upheld and expanded as
needed. For IaaS, storage solutions are included, eliminating the need for
expansion of storage on site. Data from customer must be mutually agreed upon
between clients and the Club IT staff. Customers are the number one priority,
followed by service speed and efficiency and to maintain an efficient work
environment for the employees.
Fortunately, a switch to cloud services will not affect
employment of anyone working at Club It as maintenance IT personnel will be
mitigated to other sectors within the Club IT facility. Current hardware such
as telephones and storage will still be in use, but no need for allocated
finances to be raised in this area.
With the switch to cloud computing the work environment
will be running smoother due to better software. The cloud software solutions
offer the ability for employees to work from home via their personal devices
and a VPN, which allow Club IT to hire more employees and offer more people for
customers to work with. By relocating current data storage to a high-speed access
via the cloud, customers will be able to update their information directly and
this will reflect in their accounts viewable by the Club IT employees, making
it easier upon receiving calls to locate information.
G.3 Target Cloud Environment
Choice 1 – In-House Deployment Model
Continuing with the in-house solution currently in
place will result in lower level of service for customers and a less effective
work environment, while producing additional cost for new telephones and
storage expansion. Expansion is limited without a cloud solution because more
employees cannot be hired in the limited work space, where a cloud solution
would allow stay at home employees who would only require the training that all
employees are subject to. To keep up the in-house solution, at the rate of
growth Club IT is subject to, expansion of the facility, hardware and other
added cost would rise, and still offer less options than a cloud solution.
Scalability in this case is not available, unless extreme allocation of
finances was taken, thus putting a damper on the profit margin. The in-house
solution would not be able to expand immediately, like a cloud solution can,
thus making it a non-viable option.
Choice 2 – Software as a Service
Software as a Service, or SaaS, is a software
distribution model in which Club IT could use a third-party host for the call
center applications over the internet. Instead of purchasing a software that
requires installation on premise computer systems, software can be accessed online,
making storage cost stay minimal since no new storage expansion or hardware is
needed to download the call center software. (Rouse, 2016).
For Club IT that shares no affiliations with outside
companies, a single-tenant SaaS, or company owned instance of a software
application, with included infrastructure, would suit accordingly. Multi-tenant
is shared with other companies, but may lengthen the time in which the software
could be purchased because other companies would share the same application instance.
No additional support employees would need to be hired as
SaaS includes support from the cloud service itself as well as many other
advantages that include, but are not limited to expandability, pay as used,
ability to be used off premise and quick implementation time. Expansion is
major priority for any growing business, and in this case, SaaS would prove to
be more cost effective rather than on premise expansion with comes with
maintenance fees and the need for extra employees to be hired for support of
the new hardware and servers if needed. Paying for what is used is major
benefit because Club IT in terms, will waste no resources, only pay for what
resources are needed. Off premise use is the main reason SaaS is suitable for
Club IT. Employees will be able to work off premise, thus yielding no need for
facility expansion, and many employees prefer working at home, leading to more
flexible hours, and offering the benefit of hiring all night employees.
SaaS is the best option in terms of price for performance
for Club IT. The in-house solution is far to slow and not efficient, while also
lowering the high standard held at Club IT. With the available employees for
maintenance and mitigation, SaaS is the best option for Club IT.
Choice 3 – Infrastructure as a Service
Sharing a lot of the same functionalities as SaaS, IaaS,
or Infrastructure as a Service in which a third-party host software as well as
hardware, servers, storage and other aspects of infrastructure such as system
maintenance and risk mitigation (Rouse, 2017).
IaaS is more expensive then SaaS, but eliminates a lot of
the cost for IT specialist, security breaches, server and storage expansion,
all while providing the software needed to run Club IT. Instead of on premise
server maintenance and mitigation, this can all be done in a cloud environment,
working with support included in the IaaS package for Club IT.
IaaS can prove to be more effective over SaaS and is a
more stable solution over in house premise, but is costlier. Club IT has enough
employees in place to maintain servers and storage, making it a less suiting
option over SaaS. With the models compared, SaaS seems to be the more suitable
option for Club IT over IaaS and certainly over the in-house solution.
Below is are issues
pertaining to the solution listed above:
In-House Solution Technical Issues
· Expansion cost is not economically sound
· Facility expansion cost are not economically sound
storage solution does not have encryption for customer privacy
of in-house solution is limited
do not have ability to work from home currently
mitigation solutions are cheaper with cloud solution
SaaS Solution Technical Issues
Initial cost is higher
than in-house solution
interrupts current work environment
Employees will require
Head set microphones
will need to be purchased for employees
IaaS Solution Technical Issues
cost exceeds SaaS
Shares similar issues
with implementation time, training and new hardware requirements.
SLA, or service-level agreement is a strong
consideration between a cloud service and Club IT in this case. This will allow
Club IT employees and administration to understand all cases of which the cloud
service coverage such as administration procedures, breach protocol, disaster
recovery as well as other warranty information that pertains to the service (Stephanie Overby, 2017).
Security requirements are a high priority for
establishing a safe transfer to a cloud based solution. Setting up a safe
system to which employees can navigate the network and new service is
important. Stored voice recording should be protected with encryption as well
as an establish firewall. An alert system for employees in the case that the
service goes offline is important for immediate resolving of the issue. Club IT
will look to establish this set of rules in a service-level agreement.
Government requirements pertain to the policies they
have set in place to ensure that companies follow set rules. This is made for
companies to ensure their customers data is secure. A security agreement should
be distinguished with the SLA to ensure Club It and the cloud service are aware
of the protocols for security.
There are interoperability issues that must be
considered by Club IT. Setting up the network to give applications the support
it had on the original cloud if it is switched in the future is important.
(Claybrook, 2011). The source cloud must be able to support the security for
the other cloud services. And lastly, Handling the data as it moves to the
target cloud, while ensuring encryption takes place. (Claybrook, 2011).
The ability to move data in one cloud to data in
another cloud, while being secure is the premise of portability. Doing this
should entail little to no cost as well; this should be stated in the SLA in
the case the price of cloud service increases, or the contact is breached
Regulatory compliance should be understood by the
customer of the cloud service. Rules and regulations set forth by ISO and ISPs
need to be concerned. This will better help Club IT understand what they need
to do in order to please customers and keep their data safe. Other concerns
such as the obstacles and advantages of initiatives like HIPAA should also be
verified (Moore, 2018).
Based on the
comparison chart of cost, SaaS appears to be a good choice for Club IT. With
this solution, Telephone hardware cost, firewall and management cost are
eliminated as it pertains to the call center. Minimal facility expansion is
needed because less space is need for the hardware, which will also lead to savings.
IaaS is a great choice, but offers less savings and is not really needed as
most hardware and extra security features are in place. A significant amount of
money would be saved by using a SaaS cloud solution for the call center.