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首页> 外文会议>Enterprise Distributed Object Computing Conference, 1999. EDOC '99. Proceedings. Third International >An ODP enterprise specification of customer service management for connectivity services
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An ODP enterprise specification of customer service management for connectivity services

机译：连接服务客户服务管理的ODP企业规范

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摘要

Customer service management (CSM) offers a management interface between customers and a service provider, which enables the customers to individually monitor and control their subscribed service. Introducing CSM in the service provider's environment includes communicating and interacting with its service management. Considering the complexity of service management, the goal of this paper is to logically separate CSM and service management, from an enterprise point of view, by identifying specific CSM roles which describe the functions of service management that are relevant for CSM. By using the concepts of roles and associations, we abstract from the details of the underlying service management and identify the requirements that have to be met by the service management. The specific CSM roles and associations are formalized using the terms and concepts of the ODP (open distributed processing) enterprise viewpoint specification in order to ensure that the resulting specification can be applied to a wide range of scenarios. The instantiation of the proposed approach within a real-life scenario shows the applicability and the benefits of our approach.
机译：客户服务管理（CSM）提供了客户与服务提供商之间的管理界面，使客户可以单独监视和控制其订阅的服务。在服务提供商的环境中引入CSM包括与其服务管理进行通信和交互。考虑到服务管理的复杂性，本文的目标是从企业的角度出发，通过识别描述与CSM相关的服务管理功能的特定CSM角色，从企业的角度将CSM和服务管理逻辑上分开。通过使用角色和关联的概念，我们从基础服务管理的细节中抽象出来，并确定服务管理必须满足的要求。使用ODP（开放式分布式处理）企业视点规范的术语和概念对特定的CSM角色和关联进行了形式化，以确保最终的规范可以应用于各种场景。在实际场景中对拟议方法的实例化显示了我们方法的适用性和优势。

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