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Customer Service Management A more transparent View to your Subscribed Services.pdf

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Customer Service Management A more transparent View to your Subscribed Services

CUSTOMER SERVICE MANAGEMENT: A MORE TRANSPARENT VIEW TO YOUR SUBSCRIBED SERVICES Michael Langer, Stefan Loidl, Michael Nerb Leibniz Supercomputing Center Barer Str. 21, 80333 Munich, Germany Email: cnm-team@lrz.de Abstract The new era in telecommunication with it’s evolving markets exposes all players to strong com- petition. Effective and efficient end-to-end service management is becoming a key factor for service providers and customers in today’s globalized and heterogeneous world. This paper proposes Customer Service Management (CSM) as a powerful instrument to enhance service management at the cutting edge of technology. CSM allows for the monitoring and con- trolling of service level agreements negotiated between providers and customers, and offers be- nefits for both parties. The requirements for a generic CSM service are described, and an archi- tecture for a service-independent CSM platform that implements this service is proposed. The applicability of our approach is shown by means of a research project. Keywords: Customer Service Management, Customer Network Management, Service Manage- ment, Customer/Provider Relationship, Service Level Agreements, Quality of Service 1 Introduction The telecommunication sector has mainly been driven by the deregulation of PTT monopolies in many countries within the last decade. The emerging markets force service providers to think in terms of services, quality-of-service (QoS) parameters and service-level-agreements (SLA) when talking to customers rather then of network devices or end systems. Consequently, network and sys- tem management platforms have become an indispensable prerequisite for service provisioning, but, as a sole means, are no longer sufficient: The paradigm-shift towards service management forces the installation of service management facilities that allow for the monitoring and controlling of QoS parameters and SLAs. This paper focuses on one important task in service management that we call “Customer S