Integrated trouble management to support service quality assurance in a multi-provider context
AuthorDragan, Dan; Gringel, Thomas; Hall, Jane; SINNOTT, RICHARD; Tschichholz, Michael; Vortisch, Wilhelm
Source TitleTelecommunications and IT convergence towards service evolution: 7th International Conference on Intelligence in Services and Networks: proceedings
University of Melbourne Author/sSinnott, Richard
AffiliationComputing and Information Systems
Document TypeBook Chapter
CitationsDragan, 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 StatusOpen Access
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
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.
Keywordstelecommunication; Open Service Market; OSM; Connectivity Service Providers; CSPs; Value Added Service Providers; VASPs; Service Layer Agreements; SLAs; quality assurance
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