NDLI: An ODP enterprise specification of customer service management for connectivity services

Content Provider	IEEE Xplore Digital Library
Author	Langer, M. Nerb, M.
Copyright Year	1999
Description	Author affiliation: Leibniz Supercomput. Center, Munich, Germany (Langer, M.)
Abstract	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.
Starting Page	94
Ending Page	103
File Size	1263103
Page Count	10
File Format	PDF
ISBN	0780357841
DOI	10.1109/EDOC.1999.792053
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	1999-09-27
Publisher Place	Germany
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Customer service Information management Environmental management Customer relationship management Local area networks Web and internet services Condition monitoring Context Hardware Marine vehicles
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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