Logical Network Based Customer Service Management
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摘要: 分析了客户服务管理(CSM)的概念和功能,提出了一种抽象网络的层次性表示方法:逻辑网络,并对其结构、属性、计算以及CSM管理模型进行了研究.给出了CSM系统的原型实现:底层采用公共对象请求代理体系结构(CORBA)作为支撑环境,利用分布对象技术实现客户服务管理管理信息库CSM-MIB的表示、管理、更新和访问;上层通过定义、创建和维护等方法,使客户可对物理网络进行重组,实现具有分层结构的"逻辑网络",从而实现客户服务的约定、指派、性能监视和报告等管理功能.Abstract: The concepts and functionalities of customer service management have been analysed. A novel hierarchical representation method of abstract network, logical network, is provided. The structure, attributes and computation of logical network as well as a CSM management model have been studied. An implementation prototype of CSM system is provided. At the underlying layer, CORBA, common object request broker architecture, is used as a supporting environment and for achieving representation, management, update and access of CSM-MIB. At the higher layer, customers are allowed to reassemble the physical network and generate a hierarchical "logical network" through methods of definition, creating and maintenance. Thereby the functionalities of CSM such as agreement, assignment, performance monitoring and reporting can be implemented.
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[1] Langer M, Loidl S, Nerb M. Customer service management:a more transparent view to your subscribed services. In:Proceedings of the 8th IFIP/IEEE International Workshop on Distributed Systems:Operations & Management (DSOM 98). [2] Goldszmidt G, Yemini Y. Delegated agents for network management[J]. IEEE Communications Magazine, 1998, 36(3):66~70.[3] Huang Dong-quan, Xu Zhen-ya, Li Wei-qin. A CORBA and LDAP directory service based enterprise network management infrastructure. In:16th IFIP World Computer Conference ． Beijing:PHEI, 2000.890~894.[4] Object Management Group. OMG-CORBA-formal/99-10-07, The common object request broker:architecture and specification, Revision 2.3.1. [5] Object Management Group. OMG-CORBA-formal/98-12-09, CORBAservices:common object services specification, Revised Edition. -
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