Architecture and Principles for the Customer Self-Service Management in Telecommunication

Most service providers in the telecommunications market are facing the major business transformation challenges, such as:- offering a more flexible service choice to the service customer, -providing a more customer involved role in the service, -increasing the quality of communication between the customer and service provider, -increasing service availability and providing customer self-help in telecommunication and -reducing the service operation cost. Customer self-service is a way to provide all these benefits for the customer and to help service provider reduce his operation costs. Service provider´s objective will be to reduce service operation costs, but the quality of service has to be enhanced in all aspects. This document provides an overview of architecture and principles for the customer self-service management (SSM) in telecommunications.