A Customer Service Management Architecture for the Internet

: Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet. 1Introduction The Internet has evolved from a small network for universities and research organisations into the world-spanning network with many millions of users it is today. Not only the size of the Internet has changed but also the services that are delivered over it have changed. Transport services for instance are developing from straight forward best eff...