Their are many teams and departments in an ISP organization. The teams and departments are to make sure that the network works correctly and operates smoothly. The teams and departments also need to make sure that the services that the ISP offer are readily available to be used and to make sure they stay that way for the most part.
Each department and team has its own role and responsibilities. Examples:
The network operations center (NOC) tests the new connection and makes sure it is working properly. The NOC notifies the help desk when the circuit is ready for operation. The help desk contacts the customer to guide the customer through the process of setting up passwords and other account info.
The onsite installation team is told of what circuits and equipment to use and when ready would install at the site of the customer.
Planning and provisioning determines whether the new customer has network hardware already or if new hardware needs to be installed.
Customer service receives the order from the customer and makes sure that the customer's requirements are accurately entered into the order-tracking database. Customer service plays a big role into the whole process. If you piss off the customer then the customer isn't going to want to business with you. Customer service for the most part has to be smooth, friendly and help the customer out in any way they can to make sure the customer feels comfortable with everything.
People use ISP's everyday but I'm sure they don't think about all of the time and effort that is put in to make these things work for them. I know I sure didn't. That's why I think it's so facinating that they put all of this stuff together and we don't even know the half of what goes into it.
In closing ISP's aren't the simplest things in the world and should be treated with a little bit of leaniency. There are so many Roles and Responsibilities that go into them they have room for error and we as the consumer should be leanient towards them.
