Explores a new approach to service management known as customer experience management, including the reasons why it is overcoming traditional service management and its impact
Table of Contents
List of Contributors. Foreword.
Preface.
Acknowledgements.
1 Introduction (John Cullen, Mattias Wahlqvist and Gerardo Gómez).
1.1 Mobile Services in Perspective.
1.2 Mobile Technology Evolution.
1.3 Motivation for QoS.
References.
2 Cellular Wireless Technologies (Petteri Hakalin, Pablo Tapia, Juan Ramiro-Moreno, Raquel Rodríguez, Ma Carmen Aguayo-Torres and Rafael Sánchez).
2.1 Introduction.
2.2 GSM/GPRS/EDGE.
2.3 WCDMA/HSDPA.
2.4 IS-95/CDMA2000-1x, EV-DV, EV-DO.
2.5 WLAN.
2.6 Future Outlook.
References.
3 Data Services Architecture and Standardization (Salvador Hierrezuelo, Alejandro Gil, Juan Guerrero, Raquel Rodríguez, Juan Torreblanca, Mattias Wahlqvist and Gerardo Gómez)
3.1 Introduction.
3.2 Services Architecture.
3.3 Data Protocols Characteristics.
3.4 SMS/MMS.
3.5 WAP.
3.6 Web.
3.7 Push-to-Talk over Cellular (PoC).
3.8 Network Gaming Services.
References.
4 Quality of Service Mechanisms (Raquel Rodríguez, Daniel Fernández, Héctor Montes, Salvador Hierrezuelo and Gerardo Gómez).
4.1 What is Quality of Service?
4.2 IP-Based QoS.
4.3 QoS Architecture in 3GPP and 3GPP2.
4.4 QoS Policy Management.
References.
5 End-to-End Service Performance Analysis (Rafael Sánchez, Gerardo Gómez, Pablo Ameigeiras, Jorge Navarro and Gabriel Ramos).
5.1 Introduction.
5.2 Service Performance Characterization.
5.3 Data Link Effects.
5.4 Transport and Application Layer Effects.
5.5 Impact of Network Dimensioning in the Service Performance.
References.
6 Service Performance Verification and Benchmarking (Rafael Sánchez, Manuel Martínez, Salvador Hierrezuelo, Juan Guerrero and Juan Torreblanca).
6.1 Introduction.
6.2 Key Performance Indicators.
6.3 Trial Methodology.
6.4 Technology Benchmarking.
6.5 Performance Analysis Example.
References.
7 Customer Experience Management (Brian Carroll).
7.1 Overview of Customer Experience Management.
7.2 CEM and Service Management.
7.3 Advantages CEM Brings to an Operator.
7.4 Summary.
References.
8 Service Performance Optimization (Gerardo Gómez, Juan Torreblanca and Mattias Wahlqvist).
8.1 Introduction.
8.2 Network-Level Optimization.
8.3 Transport-Level Optimization.
8.4 Compression Techniques.
8.5 Performance Enhancing Proxies.
References.
Glossary.
Index.
