Information modeling of trouble: a service provider view

This paper focuses on providing an information model view of the Trouble component of the assurance domain. This is derived using an understanding of the TMF eTOM processes and the associated SID Information Model through its application to the Trouble processes. We begin by examining existing standards and adapt and/or derive entities which are used within these processes and develop some entities which are undefined or unavailable currently in the SID definitions. We describe an implementation that leverages the use of the SID information model principles to enhance Trouble assurance. The environment in which Telecommunication Service Providers (SP) operate is rapidly changing. Previously only technology centric, providing mainly voice connectivity the SP is now required to be more customer centric, facilitating anywhere anyhow anytime media rich services where voice is only one option in the user experience . Customers, demanding more are concerned with the effectiveness, timeliness and quality of services bound by commercial agreements. To meet these demands there is a requirement for SP to inter-work with all the stakeholders. These include not only the customer but Value Chain participants such content providers, service aggregators, partners, and technology providers. Trouble management is an integrating support component of assurance used to assist in service malfunction situations