Facilitating the Support of Cloud-Based Service Marketplaces
Buttner Jacqueline, Marc Hesenius, Volker Gruhn · 2019
Online marketplaces allowing the automatic orchestration of cloud-based services present itself as one face to the customer - a place where customers can book, manage, and combine services into individual systems. Platform providers thus need to offer first level support in case of errors. Support staff, however, may have no access to details from services provided by third parties, making the identification of defect causes challenging. We propose to combine techniques from agenda-driven case management and anomaly detection to help support staff locate error sources in interconnected third-party services.