Integrated trouble management to support service quality assurance in a multi-provider context

    Thumbnail
    Download
    Citations
    Altmetric
    Author
    Dragan, Dan; Gringel, Thomas; Hall, Jane; SINNOTT, RICHARD; Tschichholz, Michael; Vortisch, Wilhelm
    Date
    2000
    Source Title
    Telecommunications and IT convergence towards service evolution: 7th International Conference on Intelligence in Services and Networks: proceedings
    Publisher
    Springer
    University of Melbourne Author/s
    Sinnott, Richard
    Affiliation
    Computing and Information Systems
    Metadata
    Show full item record
    Document Type
    Book Chapter
    Citations
    Dragan, D., Gringel, T., Hall, J., Sinnott, R., Tschichholz, M., & Vortisch, W. (2000). Integrated trouble management to support service quality assurance in a multi-provider context. In J. Delgado, G. D. Stamoulis, A. Mullery, D. Prevedourou & K. Start (Eds.), Telecommunications and IT convergence towards service evolution: 7th International Conference on Intelligence in Services and Networks: proceedings (pp. 117-132). Berlin; Heidelberg: Springer.
    Access Status
    Open Access
    URI
    http://hdl.handle.net/11343/28816
    Description

    This is a post-print of an article whose final and definitive form has been published in Lecture Notes in Computer Science © 2000 Springer; the original publication is available at: http://www.springerlink.com
    Abstract
    Liberalisation of telecommunications encourages competition between the various actors in the Open Service Market (OSM). In this highly competitive context, Connectivity Service Providers (CSPs) and Value Added Service Providers (VASPs) are investigating opportunities to provide differentiated Service Quality related Service Layer Agreements (SLAs) to their customers. The services provided will span several administrative domains which makes their management complex. The key element for end users when choosing a particular service is the guarantee of support to be provided when using the service and the desire to interact with as few actors as possible. On the other hand, key issues for network operators and service providers are the cost-effective maintenance of equipment and services. The aim of this paper is to present a novel architecture that provides the necessary infrastructure, models and mechanisms to help VASPs and CSPs to rapidly introduce customer care services for user quality assurance in a Multi-Domain environment. The architecture aims at integrating TINA, TMF and TMN concepts as well as established legacy in-house customer care and help desk systems. This work is being undertaken within the Assurance part of the CEC ACTS project FlowThru.
    Keywords
    telecommunication; Open Service Market; OSM; Connectivity Service Providers; CSPs; Value Added Service Providers; VASPs; Service Layer Agreements; SLAs; quality assurance

    Export Reference in RIS Format     

    Collections