A Customer-oriented Manager for B2B Services

The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with different devices and under different conditions. In addition, the continuous emergence of new services, along with increasing competition, is forcing network operators and service providers to focus all their efforts on customer satisfaction, although determining the QoE is not a trivial task. This book addresses the QoE for improving customer perception when using added value services offered by service providers, from evaluation to monitoring and other management processes.

UMTS is not about Technology, it is about Services… The UMTS or 3G environment is the ultimate convergence of fixed and mobile, voice and data, content and delivery. The result will be the largest and most complex communications system that man has designed. If you want a challenge then this is the industry to be in. Services for UMTS (Universal Mobile Telecommunication System) or 3G (3rd Generation mobile networks) is a book about the near future, where UMTS allows mobile phones and other devices for communication, entertainment, personalised services, utility and fun to be used in new ways. While it is difficult to predict the potential of UMTS in the future in a precise way, broad categories and general service ideas are emerging. This book looks at over 200 of these possible applications and provides more detailed scenarios for over 100 of them. It explores these ideas in depth, with suggestions on how to create exciting and viable services for a new world. This book intends to answer many of the current UMTS service questions as well as introduce new ideas and concepts to enable operators to create a winning UMTS services strategy. * What should the focus of service creation be to ensure early time to profit in UMTS? * What are the key market segments that should be addressed with UMTS services? * Is there a killer application or applications that will revolutionise the industry? * What are the differentiating factors that will separate the leaders from the UMTS pack? * 15 aspects of the business analyzed by value chains and business models * The 5 M's of successful UMTS Service Definition Written for the non-technical reader and with a strong business focus, Services for UMTS is a «must-read» for anybody wanting to enter the UMTS environment, make money in it, or to understand it.

How to tap the power of the balanced scorecard, for financial services organizations Designed to help financial services organizations build and implement the strategic management framework known as the balanced scorecard, Creating a Balanced Scorecard for a Financial Services Organization is the book you need to ensure accountability, transparency, and risk management in your enterprise. The financial crisis revealed the many shortcomings of the industry, but with this book in hand you can make the most of the mistakes of the past to build a better, stronger business that balances both short- and long-term goals. Rich in the latest theoretical thinking and incorporating case studies that show the balanced scorecard system in action, the book covers both financial and non-financial performance perspectives in one comprehensive volume. Written by two leading practitioners with years of real-life experience, the book is the definitive step-by-step guide to implementing the balanced scorecard throughout your organization, aligning your whole business with your strategic goals. Includes everything you need to improve performance transparency, accountability, governance procedures, risk management, and more for financial services organizations of any kind Packed with expert advice and case studies that show the ideas presented in action Written by leading experts who have successfully implemented the balanced scorecard system in their own companies Accessible and in-depth, Creating a Balanced Scorecard for a Financial Services Organization is the book you need to improve your business.

Trustworthiness technologies and systems for service-oriented environments are re-shaping the world of e-business. By building trust relationships and establishing trustworthiness and reputation ratings, service providers and organizations will improve customer service, business value and consumer confidence, and provide quality assessment and assurance for the customer in the networked economy. Trust and Reputation for Service-Oriented Environments is a complete tutorial on how to provide business intelligence for sellers, service providers, and manufacturers. In an accessible style, the authors show how the capture of consumer requirements and end-user opinions gives modern businesses the competitive advantage. Trust and Reputation for Service-Oriented Environments: Clarifies trust and security concepts, and defines trust, trust relationships, trustworthiness, reputation, reputation relationships, and trust and reputation models. Details trust and reputation ontologies and databases. Explores the dynamic nature of trust and reputation and how to manage them efficiently. Provides methodologies for trustworthiness measurement, reputation assessment and trustworthiness prediction. Evaluates current trust and reputation systems as employed by companies such as Yahoo, eBay, BizRate, Epinion and Amazon, etc. Gives ample illustrations and real world examples to help validate trust and reputation concepts and methodologies. Offers an accompanying website with lecture notes and PowerPoint slides. This text will give senior undergraduate and masters level students of IT, IS, computer science, computer engineering and business disciplines a full understanding of the concepts and issues involved in trust and reputation. Business providers, consumer watch-dogs and government organizations will find it an invaluable reference to establishing and maintaining trust in open, distributed, anonymous service-oriented network environments.

The expected future evolution of mobile and wireless communication technologies will enable a whole new generation of mass-market-scale ubiquitous services and applications. The challenge now is to research and develop applications and services addressing the true needs of the end-users, and to provide engaging and sustaining added value to them. Enabling Technologies for Mobile Services takes a comprehensive approach on these challenges and provides practical guidelines on building new, innovative applications and services. It shares knowledge gained from a collaborative research project where the methods and technologies were applied and utilised. This book is ideal for professionals working with enabling technologies and service architecture in companies. It will also be of interest to academics and students studying applications/services, enabling technologies and service architectures at the universities and to anyone interested in the general issues surrounding mobile technology. Key features: Covers key topics in the B3G area including applications and services from the users, key enabling technologies, regulatory and business models, end-user evaluations and applications/services creation points of view Explains the results of major collaborative (industry-academia-SMEs) MobiLife research project Builds on previous and parallel interaction with the Wireless World Research Forum Explores pioneering legal/regulatory analysis of the challenges related to new, advanced application/service solutions including personalisation and DRM Presents qualitative evaluations and field studies of more than 250 end-users in Italy and Finland Additional material available on companion website

Communication services are evolving at an unprecedented rate. No longer limited to interpersonal vocal communication, they now integrate functions such as address books, content sharing and messaging. The emergence of social networks – which may also include these features – is an important element of this transformation. Content services are becoming flagship services themselves, and are sometimes paired up with conversation services. The boundaries between different services are becoming less and less distinct. This book meets the need for a better understanding of communication services, and for a general framework of their description. A detailed overview on service architecture in the Telco, Web and IT worlds is presented, offering a roadmap with explanations on how to improve the architecture and governance of communication service architectures by exploiting the syntax and semantics that are common to different services is clearly outlined. This book also responds to recurring questions about service design, such as the functional scope of enablers or SOA (Service Oriented Architecture) services, the relevance of service composition to the user and collaboration between different services in a converged environment. Many concrete examples from telecoms service providers’ operations illustrate these concepts. Contents 1. Describing Service Architectures. 2. Convergence of Service. 3. Building an Architectural Framework for Telecom Services. 4. Modeling and Case Study. 5. Organizational and Software Applications. About the Authors Emmanuel Bertin is senior service architect at Orange Labs in France. He is the author of more than 40 research papers, and holds more than 10 patents in the area of communication services. No?l Crespi worked at Bouygues Telecom, France Telecom R&D, and then at Nortel Networks where he led the Telephony Programme. He is currently Professor and Head of the Service Architecture Laboratory at Institut Mines-Telecom, Telecom SudParis in France and is the author/co-author of more than 160 research papers and 140 contributions in standardization.

Learn how to successfully implement trustworthy computing tasks using aspect-oriented programming This landmark publication fills a gap in the literature by not only describing the basic concepts of trustworthy computing (TWC) and aspect-oriented programming (AOP), but also exploring their critical interrelationships. The author clearly demonstrates how typical TWC tasks such as security checks, in-and-out conditions, and multi-threaded safety can be implemented using AOP. Following an introduction, the book covers: Trustworthy computing, software engineering, and computer science Aspect-oriented programming and Aspect.NET Principles and case studies that apply AOP to TWC Coverage includes Aspect.NET, the AOP framework developed by the author for the Microsoft.NET platform, currently used in seventeen countries. The author discusses the basics of Aspect.NET architecture, its advantages compared to other AOP tools, and its functionality. The book has extensive practical examples and case studies of trustworthy software design and code using the Aspect.NET framework. In addition, the book explores other software technologies and tools for using AOP for trustworthy software development, including Java and AspectJ. This book also includes a valuable chapter dedicated to ERATO, the author's teaching method employed in this book, which has enabled thousands of students to quickly grasp and apply complex concepts in computing and software engineering, while the final chapter presents an overall perspective on the current state of AOP and TWC with a view toward the future. Software engineers, architects, developers, programmers, and students should all turn to this book to learn this tested and proven method to create more secure, private, and reliable computing.

NEW LANGUAGE VISUALIZES PROGRAM ABSTRACTIONS CLEARLY AND PRECISELY Popular software modelling notations visualize implementation minutiae but fail to scale, to capture design abstractions, and to deliver effective tool support. Tailored to overcome these limitations, Codecharts can elegantly model roadmaps and blueprints for Java, C++, and C# programs of any size clearly, precisely, and at any level of abstraction. More practically, significant productivity gains for programmers using tools supporting Codecharts have been demonstrated in controlled experiments. Hundreds of figures and examples in this book illustrate how Codecharts are used to: Visualize the building-blocks of object-oriented design Create bird's-eye roadmaps of large programs with minimal symbols and no clutter Model blueprints of patterns, frameworks, and other design decisions Be exactly sure what diagrams claim about programs and reason rigorously about them Tools supporting Codecharts are also shown here to: Recover design from plain Java and visualize the program's roadmap Verify conformance to design decision with a click of a button This classroom-tested book includes two main parts: Practice (Part I) offers experienced programmers, software designers and software engineering students practical tools for representing and communicating object-oriented design. It demonstrates how to model programs, patterns, libraries, and frameworks using examples from JDK, Java 3D, JUnit, JDOM, Enterprise JavaBeans, and the Composite, Iterator, Factory Method, Abstract Factory, and Proxy design patterns. Theory (Part II) offers a mathematical foundation for Codecharts to graduate students and researchers studying software design, modelling, specification, and verification. It defines a formal semantics and a satisfies relation for design verification, and uses them to reason about the relations between patterns and programs (e.g., «java.awt implements Composite» and «Factory Method is an abstraction of Iterator»).

Component Oriented Programming offers a unique programming-centered approach to component-based software development that delivers the well-developed training and practices you need to successfully apply this cost-effective method. Following an overview of basic theories and methodologies, the authors provide a unified component infrastructure for building component software using JavaBeans, EJB, OSGi, CORBA, CCM, .NET, and Web services. You'll learn how to develop reusable software components; build a software system of pre-built software components; design and implement a component-based software system using various component-based approaches. Clear organization and self-testing features make Component Oriented Programming an ideal textbook for graduate and undergraduate courses in computer science, software engineering, or information technology as well as a valuable reference for industry professionals.