The purpose of this paper is to suggest an enhanced Process model with customer experience focus and its related documentation structure applicable to many industrial contexts. Since the Business Process Framework, also known as eTOM, is originally a Process Model for Telco industry and now being used broadly in many industries, ISO9001 is a historical and generic standard with customer focus, ...

The paradigm shift from device-oriented to service-oriented management has also implications to the area of event correlation. Today’s event correlation mainly addresses the correlation of events as reported from management tools. However, a correlation of user trouble reports concerning services should also be performed. This is necessary to improve the resolution time and to reduce the effort...

Problema priverzhennosti lecheniyu — odna iz naibolee znachimyh dlya sovremennoj mediciny. Na segodnyashnij den' osnovnoj prichinoj obratimoj slepoty i invalidnosti po zreniyu yavlyaetsya katarakta. Cel'yu issledovaniya bylo ocenit' priverzhennost' k svoevremennomu hirurgicheskomu u lic s kataraktoj. V rabote ispol'zovany dannye poperechnogo populyacionnogo «Ural Eye and Medical Study». Iz 546 ...

Der Beitrag beschreibt, wie die kontinuierliche Verbesserung von ITProzessen implementiert werden kann. Mit dem „Living Book“ wird eine Möglichkeit für eine effiziente Mitarbeiter-getriebene Prozessverbesserung geschaffen. Zu Beginn des Beitrags werden die Anforderungen an ein System für die kontinuierliche Weiterentwicklung von IT-Prozessen aus einer WissensmanagementPerspektive dargestellt. I...

Facing the new market challenges, service providers are looking for solutions to improve three major business areas namely the Customer Experience, the Operational Efficiency and Revenue and Margin. To meet the business requirements related to these areas, service providers are going through three major transformation programs namely the Business Support Systems (BSS) transformation program for...

Beyond the classic hierarchical customer/provider relationship, service providers are more and more cooperating with each other on an equal footing. Service modeling techniques have been applied successfully to hierarchical sourcing strategies as a blueprint for service management processes and to define the basis for describing the communication and collaboration between IT service providers. ...

The growing complexity of IT services poses new challenges to IT Service Management (ITSM). The issue of end-to-end service quality challenges service providers, as most services are no longer realized stand-alone by a single provider but composed of multiple building blocks supplied by several providers. In the past, relationships between service providers were organised according to a hierarc...

From the 90’s, the telecommunications service creation industry has undergone radical change. Services have shifted from being based on a switching environment to being mainly based on software. To remain competitive in these new dynamic conditions of an open market, telecommunications organizations need to produce high quality services at low prices within short periods of time. Concerning Ser...

This paper examines the social functions of the asylum in late imperial Russia based upon analysis of asylum annual reports and related documents. Seasonal variations in patient admissions and discharges suggest that the use of asylums fluctuated according to the requirements of the peasant economy. My evidence also indicates that the asylum fulfilled essentially the same functions for workers ...