Abstract
| Original language | English |
|---|---|
| Title of host publication | Services Management in Intelligent Networks |
| Subtitle of host publication | 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000 |
| Editors | Anthony Ambler, Seraphin B. Calo, Gautam Kar |
| Place of Publication | Berlin, Germany |
| Publisher | Springer |
| Pages | 71-82 |
| Number of pages | 12 |
| ISBN (Print) | 3-540-41427-4 |
| DOIs | |
| Publication status | Published - 1 Dec 2000 |
| Event | 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000: Services Management in Intelligent Networks - Austin, United States Duration: 4 Dec 2000 → 6 Dec 2000 Conference number: 11 |
Publication series
| Name | Lecture notes in computer science |
|---|---|
| Publisher | Springer |
| Volume | 1960 |
Workshop
| Workshop | 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000 |
|---|---|
| Abbreviated title | DSOM |
| Country | United States |
| City | Austin |
| Period | 4/12/00 → 6/12/00 |
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Keywords
- Service provider
- Service user
- Service level agreements
- Internet engineer task force
- Electronic data interchange
Cite this
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A Customer Service Management Architecture for the Internet. / Sprenkels, Ron; Pras, Aiko; van Beijnum, Bernhard J.F.; de Goede, Leo.
Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000. ed. / Anthony Ambler; Seraphin B. Calo; Gautam Kar. Berlin, Germany : Springer, 2000. p. 71-82 (Lecture notes in computer science; Vol. 1960).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review
TY - GEN
T1 - A Customer Service Management Architecture for the Internet
AU - Sprenkels, Ron
AU - Pras, Aiko
AU - van Beijnum, Bernhard J.F.
AU - de Goede, Leo
PY - 2000/12/1
Y1 - 2000/12/1
N2 - 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.
AB - 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.
KW - Service provider
KW - Service user
KW - Service level agreements
KW - Internet engineer task force
KW - Electronic data interchange
U2 - 10.1007/3-540-44460-2_7
DO - 10.1007/3-540-44460-2_7
M3 - Conference contribution
SN - 3-540-41427-4
T3 - Lecture notes in computer science
SP - 71
EP - 82
BT - Services Management in Intelligent Networks
A2 - Ambler, Anthony
A2 - Calo, Seraphin B.
A2 - Kar, Gautam
PB - Springer
CY - Berlin, Germany
ER -