By Topic

Customer service management: towards a management information base for an IP connectivity service

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

3 Author(s)
Langer, M. ; Leibniz Supercomput. Center, Munich, Germany ; Loidl, S. ; Nerb, M.

Customer service management (CSM) offers a management interface between customer and service provider which enables customers to individually monitor and control their subscribed service. This paper presents an approach towards the definition, implementation and instantiation of a CSM management information base for an IP connectivity service (CSM-IP-MIB). The approach uses object-oriented techniques to model the CSM-IP-MIB in order to facilitate reusability and specialization in real-life scenarios. The CSM-IP-MIB consists of four packages that reflect the relevant details of the IP connectivity service, including contracts, SLA, topology, current and historical state of the IP connectivity, QoS parameters, QoS violations and problem management as well as authentication and access control to provide customer-specific views. The CSM-IP-MIB is implemented using the CORBA technology, resulting in a distributed client/server application, which is being instantiated for the IP connectivity service of the German Research Network Organization

Published in:

Computers and Communications, 1999. Proceedings. IEEE International Symposium on

Date of Conference: