NDLI: A service-oriented management framework for telecom operation support systems

Content Provider	IEEE Xplore Digital Library
Author	Ing-Yi Chen Guo-Kai Ni Cheng-Hwa Kuo Chau-Young Lin
Copyright Year	2010
Description	Author affiliation: Telecommunication Laboratories ChungHwa Telecom Co., Ltd., Taiwan (Chau-Young Lin) \|\| Department of Commerce Automation and Management, Chihlee Institute of Technology, Taipei County, Taiwan (Cheng-Hwa Kuo) \|\| Department of Computer Science and Information Engineering, National Taipei University of Technology, Taipei, Taiwan (Ing-Yi Chen; Guo-Kai Ni)
Abstract	Information systems are among the tools most frequently used by businesses in delivering and maintaining services. Yet the challenges faced by enterprises using information technology are not exclusively linked to system development, but are also derived from system operation and management. This paper describes a solution that was developed to address the importance of service operation management. The framework presented here was implemented by the Chunghwa Telecom Company in an effort to improve information system effectiveness and to reduce costs of system operation management. Since July 2008, the system has been providing complete support of the daily operations of the company's billing system. In consequence of the system's implementation, the company has experienced a large-scale improvement in both efficiency and cost reduction. Additionally, the number of incident occurrences has been reduced from an average of 50 monthly to 15. The average amount of time spent addressing individual incidents has also been reduced from approximately 20 hours to 26 minutes.
Starting Page	1
Ending Page	5
File Size	131001
Page Count	5
File Format	PDF
ISBN	9781424464852
e-ISBN	9781424464876
DOI	10.1109/ICSSSM.2010.5530095
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-06-28
Publisher Place	Japan
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Costs Companies Telecommunications Information management Information technology Service-Oriented Architecture Guidelines Condition monitoring Monitoring Technology Technology management Engineering management Management information systems IT Service Management (ITSM) Next Generation Operations System and Software (NGOSS) Service Operation Management Service Operation Management Framework Information Technology Infrastructure Library (ITIL)
Content Type	Text
Resource Type	Article

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