Service Modelling: Principles and Applications

This book targets modelling of services in the interests of efficient service management.  The author provides a complete and up-to-date overview of service modelling, which is presented in both the context of business processes, and of requirements stemming from the need to manage network resources.  The book begins with a validation of the need for service modelling, and goes on to describe research frameworks and prior work in the area.  State-of-the-art concepts for service modelling are then explained and discussed in detail, and real-world use cases from both fixed and mobile networks illustrate the theory.  The book uses TeleManagement Forum work such as SFT, eTOM and SID as a frame of reference, and describes models using UML (Unified Modelling Language).