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dc.contributor.authorSINNOTT, RICHARDen_US
dc.contributor.authorGringel, Tomen_US
dc.contributor.authorTschichholz, Michaelen_US
dc.contributor.authorVortisch, Wilhelmen_US
dc.date.accessioned2014-05-21T22:04:54Z
dc.date.available2014-05-21T22:04:54Z
dc.date.issued2000en_US
dc.identifier.citationSinnott, 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.en_US
dc.identifier.urihttp://hdl.handle.net/11343/28801
dc.descriptionThis 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.comen_US
dc.descriptionISBN 9780792379621en_US
dc.description.abstractThe 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.en_US
dc.languageengen_US
dc.publisherKluwer Academicen_US
dc.subjecttrouble managementen_US
dc.subjecttrouble ticketingen_US
dc.subjectservice level agreementsen_US
dc.subjectservice quality assuranceen_US
dc.subjectCORBAen_US
dc.subjectTINAen_US
dc.titleSupporting service quality assurance via trouble managementen_US
dc.typeBook Chapteren_US
melbourne.peerreviewPeer Revieweden_US
melbourne.affiliationThe University of Melbourneen_US
melbourne.affiliation.departmentComputing and Information Systems
melbourne.affiliation.facultyEngineering and Information Technology
melbourne.publication.statusPublisheden_US
melbourne.source.titleManaging 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)en_US
melbourne.source.pages193-206en_US
melbourne.source.locationconferenceFortaleza, Ceará, Brazilen_US
melbourne.source.editorNeuman de Souza, J.en_US
melbourne.source.editorBoutaba, R.en_US
dc.description.sourcedateconferenceSeptember 25-28en_US
melbourne.elementsidNA
melbourne.contributor.authorSinnott, Richard
melbourne.accessrightsOpen Access


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