A Customer Service Management Architecture for the Internet

Ron Sprenkels, Aiko Pras, Bernhard J.F. van Beijnum, Leo de Goede

    Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

    Abstract

    Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.
    Original languageEnglish
    Title of host publicationServices Management in Intelligent Networks
    Subtitle of host publication11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
    EditorsAnthony Ambler, Seraphin B. Calo, Gautam Kar
    Place of PublicationBerlin, Germany
    PublisherSpringer
    Pages71-82
    Number of pages12
    ISBN (Print)3-540-41427-4
    DOIs
    Publication statusPublished - 1 Dec 2000
    Event11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000: Services Management in Intelligent Networks - Austin, United States
    Duration: 4 Dec 20006 Dec 2000
    Conference number: 11

    Publication series

    NameLecture notes in computer science
    PublisherSpringer
    Volume1960

    Workshop

    Workshop11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
    Abbreviated titleDSOM
    CountryUnited States
    CityAustin
    Period4/12/006/12/00

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    Keywords

    • Service provider
    • Service user
    • Service level agreements
    • Internet engineer task force
    • Electronic data interchange

    Cite this

    Sprenkels, R., Pras, A., van Beijnum, B. J. F., & de Goede, L. (2000). A Customer Service Management Architecture for the Internet. In A. Ambler, S. B. Calo, & G. Kar (Eds.), Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000 (pp. 71-82). (Lecture notes in computer science; Vol. 1960). Berlin, Germany: Springer. https://doi.org/10.1007/3-540-44460-2_7