A case-driven methodology for applying the MNM service model

• Published in: NOMS 2002. IEEE/IFIP Network Operations and Management Symposium. ' Management Solutions for the New Communications World'(Cat. No.02CH37327) pp. 697 - 710
• Main Authors: Garschhammer, M., Hauck, R., Hegering, H.-G., Kempter, B., Radisic, L., Roelle, H., Schmidt, H.
• Format: Conference Proceeding
• Language: English
• Published: Piscataway NJ IEEE 2002
• Subjects: Access methods and protocols, osi model; Applied sciences; Business communication; Exact sciences and technology; Guidelines; Information analysis; Outsourcing; Planing; Quality management; Quality of service; Security; Software engineering; Telecommunications; Telecommunications and information theory; Teleprocessing networks. Isdn; Web and internet services; Information system; Internet protocol; User assistance; Reliability; Service quality; Quality management; Software engineering
• ISBN: 9780780373822; 0780373820
• DOI: 10.1109/NOMS.2002.1015618

Companies of all industrial sectors depend increasingly on their IT infrastructure and therefore demand more features, security and reliability regarding the provided IT services. Consequently, a user- and quality-oriented service management is desperately needed to fulfill the posed requirements. The previously developed MNM service model contributed to this research area by specifying a formal framework which helps creating a user- and quality-oriented model of a specific service. Thus, the MNM service model supports service planing, provisioning, operation as well as service management at the customer-provider-interface. As service modeling emerges to be a difficult task, this paper contributes to this area by proposing a modeling methodology for applying the MNM service model. By adapting existing methods of the software engineering community and adding our experience made during service modeling, we succeeded in specifying helpful guidelines for service modelers.