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Communication center complexity continues to
increase, i.e., hardware, application and systems software, network,
and infrastructure. 20% of the Communication center’s personnel
are engaged in incident resolution and management. A number of
Communication center functions are understaffed: – Change management –
Automation specialists – Capacity planning – Performance &
tuning – Disk management . Communication center reporting and metrics
are key to operations excellence. Most data centers do not have a
comprehensive measurement program..
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