Supporting service quality assurance via trouble management

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    Author
    SINNOTT, RICHARD; Gringel, Tom; Tschichholz, Michael; Vortisch, Wilhelm
    Date
    2000
    Source Title
    Managing Qos in multimedia networks and services: IEEE/IFIP TC6-WG6.4 & WG6.6 Third International Conference on Management of Multimedia Networks and Services (MMNS'2000). International federation for information processing (54)
    Publisher
    Kluwer Academic
    University of Melbourne Author/s
    Sinnott, Richard
    Affiliation
    Computing and Information Systems
    Metadata
    Show full item record
    Document Type
    Book Chapter
    Citations
    Sinnott, R., Gringel, T., Tschichholz, M., & Vortisch, W. (2000). Supporting service quality assurance via trouble management. In J. Neuman de Souza & R. Boutaba (Ed.), Managing Qos in multimedia networks and services: IEEE/IFIP TC6-WG6.4 & WG6.6 Third International Conference on Management of Multimedia Networks and Services (MMNS'2000). International federation for information processing (54) (pp. 193-206). Boston, USA: Kluwer Academic.
    Access Status
    Open Access
    URI
    http://hdl.handle.net/11343/28801
    Description

    This is a pre-print of an article whose final and definitive form has been published in the IFIP Advances in Information and Communication Technology, Vol. 54 © 2000 Springer; the original publication is available at: http://www.springerlink.com

     

    ISBN 9780792379621

     
    Abstract
    The open service market encourages competition between service providers. To attract and keep customers, service providers require – amongst other things - better tools and techniques to increase their competitiveness. In this paper we address one area for tool support: namely, tools for the support of service quality assurance, i.e. so that checks can be made to ensure that services (and the networks they operate over) fulfil the expectations of customers who have subscribed to them. To demonstrate this, we show how trouble management techniques can be applied to develop generic and reusable components. The test bed for this work is based on a TINA platform Y.TSP that has been extended with a trouble management component. We show how this trouble management component can be used to support service quality assurance via two application cases studies.
    Keywords
    trouble management; trouble ticketing; service level agreements; service quality assurance; CORBA; TINA

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