One of the core pieces of maintaining a sophisticated operation is delegation of responsibilities. If one individual ends up doing bulk of the work then the whole process will be slowed down. Their individual efficiency will not hold up to the standard either.

Incident response is the process of addressing a technical issue that occurs in a company. It could be business application and database issues, untested deployment releases, maintenance issues, cyber-security attack, network outage or datacenter outage.

The problem with old school customer call support is locality. You are tied down to a single phone number and the people present in the office. That is not sufficient. You want to be able to provide customer support at any time and from anywhere.