Customer-engineer relationship management for converged ICT service companies

Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation Service Engineer will need radically different skills, processes and tools from today’s counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ‘smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed

Integration of decision support systems to improve decision support performance

Decision support system (DSS) is a well-established research and development area. Traditional isolated, stand-alone DSS has been recently facing new challenges. In order to improve the performance of DSS to meet the challenges, research has been actively carried out to develop integrated decision support systems (IDSS). This paper reviews the current research efforts with regard to the development of IDSS. The focus of the paper is on the integration aspect for IDSS through multiple perspectives, and the technologies that support this integration. More than 100 papers and software systems are discussed. Current research efforts and the development status of IDSS are explained, compared and classified. In addition, future trends and challenges in integration are outlined. The paper concludes that by addressing integration, better support will be provided to decision makers, with the expectation of both better decisions and improved decision making processes

Integration via Meaning: Using the Semantic Web to deliver Web Services

Presented at the CRIS2002 Conference in Kassel.-- 9 pages.-- Contains: Conference paper (PDF) + PPT presentation.The major developments of the World Wide Web (WWW) in the last two years have been Web Services and the Semantic Web. The former allows the construction of distributed systems across the WWW by providing a lightweight middleware architecture. The latter provides an infrastructure for accessing resources on the WWW via their relationships with respect to conceptual descriptions. In this paper, I shall review the progress undertaken in each of these two areas. Further, I shall argue that in order for the aims of both the Semantic Web and the Web Services activities to be successful, then the Web Service architecture needs to be augmented by concepts and tools of the Semantic Web. This infrastructure will allow resource discovery, brokering and access to be enabled in a standardised, integrated and interoperable manner. Finally, I survey the CLRC Information Technology R&D programme to show how it is contributing to the development of this future infrastructure

EDI and intelligent agents integration to manage food chains

Electronic Data Interchange (EDI) is a type of inter-organizational information system, which permits the automatic and structured communication of data between organizations. Although EDI is used for internal communication, its main application is in facilitating closer collaboration between organizational entities, e.g. suppliers, credit institutions, and transportation carriers. This study illustrates how agent technology can be used to solve real food supply chain inefficiencies and optimise the logistics network. For instance, we explain how agribusiness companies can use agent technology in association with EDI to collect data from retailers, group them into meaningful categories, and then perform different functions. As a result, the distribution chain can be managed more efficiently. Intelligent agents also make available timely data to inventory management resulting in reducing stocks and tied capital. Intelligent agents are adoptive to changes so they are valuable in a dynamic environment where new products or partners have entered into the supply chain. This flexibility gives agent technology a relative advantage which, for pioneer companies, can be a competitive advantage. The study concludes with recommendations and directions for further research

Internet of robotic things : converging sensing/actuating, hypoconnectivity, artificial intelligence and IoT Platforms

The Internet of Things (IoT) concept is evolving rapidly and influencing newdevelopments in various application domains, such as the Internet of MobileThings (IoMT), Autonomous Internet of Things (A-IoT), Autonomous Systemof Things (ASoT), Internet of Autonomous Things (IoAT), Internetof Things Clouds (IoT-C) and the Internet of Robotic Things (IoRT) etc.that are progressing/advancing by using IoT technology. The IoT influencerepresents new development and deployment challenges in different areassuch as seamless platform integration, context based cognitive network integration,new mobile sensor/actuator network paradigms, things identification(addressing, naming in IoT) and dynamic things discoverability and manyothers. The IoRT represents new convergence challenges and their need to be addressed, in one side the programmability and the communication ofmultiple heterogeneous mobile/autonomous/robotic things for cooperating,their coordination, configuration, exchange of information, security, safetyand protection. Developments in IoT heterogeneous parallel processing/communication and dynamic systems based on parallelism and concurrencyrequire new ideas for integrating the intelligent “devices”, collaborativerobots (COBOTS), into IoT applications. Dynamic maintainability, selfhealing,self-repair of resources, changing resource state, (re-) configurationand context based IoT systems for service implementation and integrationwith IoT network service composition are of paramount importance whennew “cognitive devices” are becoming active participants in IoT applications.This chapter aims to be an overview of the IoRT concept, technologies,architectures and applications and to provide a comprehensive coverage offuture challenges, developments and applications

Multi-agent systems for power engineering applications - part 2 : Technologies, standards and tools for building multi-agent systems

This is the second part of a 2-part paper that has arisen from the work of the IEEE Power Engineering Society's Multi-Agent Systems (MAS) Working Group. Part 1 of the paper examined the potential value of MAS technology to the power industry, described fundamental concepts and approaches within the field of multi-agent systems that are appropriate to power engineering applications, and presented a comprehensive review of the power engineering applications for which MAS are being investigated. It also defined the technical issues which must be addressed in order to accelerate and facilitate the uptake of the technology within the power and energy sector. Part 2 of the paper explores the decisions inherent in engineering multi-agent systems for applications in the power and energy sector and offers guidance and recommendations on how MAS can be designed and implemented. Given the significant and growing interest in this field, it is imperative that the power engineering community considers the standards, tools, supporting technologies and design methodologies available to those wishing to implement a MAS solution for a power engineering problem. The paper describes the various options available and makes recommendations on best practice. It also describes the problem of interoperability between different multi-agent systems and proposes how this may be tackled