Defining a Trouble Report Format for the Seamless Integration of Problem Management into Customer Service Management
Michael Langer, Michael Nerb · 1999
Customer Service Management (CSM) offers customers a "logical view" onto the service management of a service provider. CSM describes a management interface between customer and service provider and enables a customer to access service-specific management information about the subscribed service. The information flow across the CSM interface is bidirectional, from customer to service provider and vice versa. This bidirectional flow of infomation is of particular importance in multi-layer service hierarchies, as otherwise players in this service hierarchy cannot determine the QoS parameters from the layer below, but have to provide services to the layer above according to specified SLAs. The information exchanged across the CSM interface covers all functional areas of management. This paper focuses on the problem management task of Customer Service Management. This task describes the ability of a customer to actively participate in the trouble administration process of the service provid...