Integration of service interaction handling with telecom business processes

Abstract

To achieve effective and efficient handling of service interactions, modifications and extensions to existing business processes are necessary. The EURESCOM project P509, "Handling service interactions in the Service Life Cycle", has investigated the service interaction problem from an enterprise perspective. This paper presents the most important results of the project, i.e. a new enterprise model of telecom industry and the concept of a Service Interaction Handling Process. The enterprise model reflects the roles existing in the domain of service creation and provisioning today. It also introduces two additional (future) roles related to service integration in general and service interaction handling in particular. The service integrator is one of such new roles. It is responsible for integration of services created by different service creators on behalf of one service provider. The Service Interaction Handling Process (SIHP) is a new business process located within the Service Integrator role. The concept of SIHP separates interaction detection and solving from the service creation process, which is a novel approach proposed by the EURESCOM Project P509.