The QoE-oriented Converged Service Management Approach

The rapid development of the converged services requires that the service providers should provide the service in the quick, flexible and efficient manner, and meet the users’needs in the reasonable and effective manner. To the requirement of quickly providing the service, there is a lack of intensive study about the convergered service management. Currently, the telecom operators and television operators achieve the service management through establishing BSS/OSS. The service data interacting through the functional modules complete the service fulfillment process and service assurance process. However, the converged services present the new characteristics, such as diversity, interaction and intelligent. Managed content of the converged services change greatly compared with the tranditional telecommunication services, such as the service type growing rapidly, the service quantity growing exponentially. Service management modes also shift along with the above characteristics and changes. The tranditional service management method is not conducive to reuse process elements, and can not increasingly meet the management requirements of the growing converged services. Therefore, it is necessary to study the converged service management within this background.According to the development characteristics of the current operation support systems and the future trends of the service management, this thesis proposes a serial of novel models and methods from four different aspects:process management, management process definition, service quality evaluation and enhancing the customer QoE. Our proposed models and methods are based on the theoretical analysis and mathematical modeling, and verified by the experimental scenarios and practical applications. The main contributions of this thesis are as follows:1) The service enabler management model, the service process management, and the workflow-based service process management mechanism. The service process management model achieves the semantic-based service enabler description, which enhances the service composition efficiency, eliminates the differences between the different service enablers, and increases the flexibility and scalability of the service process management. The workflow-based service process management mechanism achieves the unified service enabler discovery and access, service composition, service depoloyment and service fulfillment. The characteristics of the mechanism including the service enabler reusability, workflow-based and SOA, greatly accelerate the new service to the market time.2) The converged service management process definition approach. We anaylsis the feasibility of the convergence between eTOM and ITIL form the convergence requirements, the similarities and differences, and the mapping relation. And on the basis of uniform definition in terminology, process elements, hierarchy and other aspects, we prospose the management process definition approach based on the convergence between eTOM and ITIL. This approach can incorporate the redundant functions, reduce the maintenance cost of the process, eliminate the problem of the process unclear division from the different sectors and provide the good foundation for the description of the future converged service management process.3) The QoE-Oriented service quality management evaluation framework. Through giving the full service quanlity management layer structures, we employ Quality Function Development method to propose the evaluation framework including two Home of Quality. And the specific building steps of HOQ are also given. The proposed framework guarantees accuracy of QoS basic importance by considering the relationship between QoS items, and enhances the enterprise competitiveness in the industry through considering the competition of the key indicators between the different enterprises.4) The QoE-oriented service quality assurancing policy. The policy which aims at promoting the customer QoE, shields the heterogeneous networks making the impact on the operation support capacity in the converged network environment through extracting, packaging and proposing the OSS service enabler. And the problems such as many processing parts, long processing time, and low efficiency in the converged network environment with the characteristic such as multi-networks, multi-platforms and multi-systems. This policy promotes the enterprise efficiency of handling the complaint, and enhances the customer QoE rapidly.