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eTOM and e-services based trouble-management operations: a large scale telecom case study

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This research presents an e-service process model for trouble-management operations in a large scale telecom corporation. The model meets the problem-handling readiness of Enhanced Telecom Operations Map. In the past, trouble-management operations in telecommunications provided passive information to clients and lacked real-time active information for customers. Hence, for this study, we have considered composite services to realise our proposal and have tried to use web service techniques to implement a new generation of trouble-management operations in telecom corporations. There are several stages to this research. Finally, this research compares functionalities and performance between legacy and new generation of trouble-management operations.

Keywords: e-services, eTOM, telecommunications industry, telecoms, trouble management operations, web services, online services, electronic services, problem handling readiness, composite services, enhanced TOM, telecom operations map

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