There should be the improved ability to speak directly to resources over the phone, rather than just through tickets and emails. Logicworks provides DevOps-as-a-Service functionality and is not really a software solution. My only issue with them is that it is difficult to talk to anyone live, as they manage all their service tickets through emails or their ticket portal. Perhaps, an enhancement that could be a button on the portal which could connect you via a web conference with the resource assigned to the ticket, would be helpful.
