Description
Book SynopsisLearn how to use service modelling to streamline and optimize processes! Information about customer needs, the technical composition of services, and service performance are fundamental to effective service management. Service modelling is a structured approach to utilizing this information to improve the way services are delivered.
Table of ContentsAcknowledgements. Preface.
Abbreviations.
How to Read This Book.
Information About Trademarks and Copyrights.
List of Figures.
List of Tables.
I Background.
1 Introduction.
1.1 Definition of Service Modelling.
1.2 Packet-based Services.
1.3 Emerging Technologies.
1.4 Summary.
1.5 Highlights.
2 Approaches to Modelling.
2.1 Introduction to Modelling.
2.2 Software Engineering Paradigm.
2.3 Object-Oriented Modelling.
2.4 Expert Systems.
2.5 Service-Oriented Architectures.
2.6 Databases.
2.7 Architecture Design.
2.8 Other Modelling Methods.
2.9 Summary.
2.10 Highlights.
3 Industry Initiatives.
3.1 Introduction.
3.2 OMG.
3.3 Business Process Management.
3.4 ITU.
3.5 3GPP.
3.6 TeleManagement Forum.
3.7 IT Service Management Forum.
3.8 Activities Related to Internet Services.
3.9 Other Fora and Viewpoints.
3.10 Summary.
3.11 Highlights.
II Service Modelling Concepts.
4 Requirements for Service Modelling.
4.1 Notation.
4.2 General Requirements and Concerns.
4.3 Technology-related Requirements.
4.4 Process-related Requirements.
4.5 Information Modelling–Related Requirements.
4.6 Stakeholder Type–Specific Requirements and Concerns.
4.7 Summary.
4.8 Highlights.
5 Management Framework.
5.1 Description of the Framework.
5.2 Assumptions about Inter-provider Relations.
5.3 Relation to Existing Frameworks.
5.4 Summary.
5.5 Highlights.
6 Service Framework.
6.1 Introduction.
6.2 Service Quality Framework.
6.3 Security Framework.
6.4 Using of Service Framework in Management Framework.
6.5 End-user Services.
6.6 Summary.
6.7 Highlights.
7 Service Modelling Patterns.
7.1 Modelling Framework.
7.2 Modelling Patterns.
7.3 Notes About Using Service Model Patterns.
7.4 Relationship to Existing Models.
7.5 Summary.
7.6 Highlights.
III Use Cases.
8 DiffServ Network Example.
8.1 Introduction.
8.2 Description.
8.3 Service Framework.
8.4 Service Model.
8.5 Link to Service Management.
8.6 Summary.
8.7 Highlights.
9 Mobile Network Example.
9.1 Introduction.
9.2 Description.
9.3 Service Framework.
9.4 Service Model.
9.5 Link to Service Management.
9.6 Summary.
9.7 Highlights.
10 Distributed Network Example.
10.1 Introduction.
10.2 Description.
10.3 Service Framework.
10.4 Service Model.
10.5 Link to Service Management.
10.6 Summary.
10.7 Highlights.
IV Summary.
11 Summary.
11.1 Issues for the Future.
V Appendices.
A 3GPP Bearer Concepts.
B DiffServ SLA Concepts.
Bibliography.
Index.
