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

Multimedia delivery in the future internet

The term “Networked Media” implies that all kinds of media including text, image, 3D graphics, audio and video are produced, distributed, shared, managed and consumed on-line through various networks, like the Internet, Fiber, WiFi, WiMAX, GPRS, 3G and so on, in a convergent manner [1]. This white paper is the contribution of the Media Delivery Platform (MDP) cluster and aims to cover the Networked challenges of the Networked Media in the transition to the Future of the Internet. Internet has evolved and changed the way we work and live. End users of the Internet have been confronted with a bewildering range of media, services and applications and of technological innovations concerning media formats, wireless networks, terminal types and capabilities. And there is little evidence that the pace of this innovation is slowing. Today, over one billion of users access the Internet on regular basis, more than 100 million users have downloaded at least one (multi)media file and over 47 millions of them do so regularly, searching in more than 160 Exabytes1 of content. In the near future these numbers are expected to exponentially rise. It is expected that the Internet content will be increased by at least a factor of 6, rising to more than 990 Exabytes before 2012, fuelled mainly by the users themselves. Moreover, it is envisaged that in a near- to mid-term future, the Internet will provide the means to share and distribute (new) multimedia content and services with superior quality and striking flexibility, in a trusted and personalized way, improving citizens’ quality of life, working conditions, edutainment and safety. In this evolving environment, new transport protocols, new multimedia encoding schemes, cross-layer inthe network adaptation, machine-to-machine communication (including RFIDs), rich 3D content as well as community networks and the use of peer-to-peer (P2P) overlays are expected to generate new models of interaction and cooperation, and be able to support enhanced perceived quality-of-experience (PQoE) and innovative applications “on the move”, like virtual collaboration environments, personalised services/ media, virtual sport groups, on-line gaming, edutainment. In this context, the interaction with content combined with interactive/multimedia search capabilities across distributed repositories, opportunistic P2P networks and the dynamic adaptation to the characteristics of diverse mobile terminals are expected to contribute towards such a vision. Based on work that has taken place in a number of EC co-funded projects, in Framework Program 6 (FP6) and Framework Program 7 (FP7), a group of experts and technology visionaries have voluntarily contributed in this white paper aiming to describe the status, the state-of-the art, the challenges and the way ahead in the area of Content Aware media delivery platforms

The simplicity project: easing the burden of using complex and heterogeneous ICT devices and services

As of today, to exploit the variety of different "services", users need to configure each of their devices by using different procedures and need to explicitly select among heterogeneous access technologies and protocols. In addition to that, users are authenticated and charged by different means. The lack of implicit human computer interaction, context-awareness and standardisation places an enormous burden of complexity on the shoulders of the final users. The IST-Simplicity project aims at leveraging such problems by: i) automatically creating and customizing a user communication space; ii) adapting services to user terminal characteristics and to users preferences; iii) orchestrating network capabilities. The aim of this paper is to present the technical framework of the IST-Simplicity project. This paper is a thorough analysis and qualitative evaluation of the different technologies, standards and works presented in the literature related to the Simplicity system to be developed

Semi-automated creation of converged iTV services: From macromedia director simulations to services ready for broadcast

While sound and video may capture viewers’ attention, interaction can captivate them. This has not been available prior to the advent of Digital Television. In fact, what lies at the heart of the Digital Television revolution is this new type of interactive content, offered in the form of interactive Television (iTV) services. On top of that, the new world of converged networks has created a demand for a new type of converged services on a range of mobile terminals (Tablet PCs, PDAs and mobile phones). This paper aims at presenting a new approach to service creation that allows for the semi-automatic translation of simulations and rapid prototypes created in the accessible desktop multimedia authoring package Macromedia Director into services ready for broadcast. This is achieved by a series of tools that de-skill and speed-up the process of creating digital TV user interfaces (UI) and applications for mobile terminals. The benefits of rapid prototyping are essential for the production of these new types of services, and are therefore discussed in the first section of this paper. In the following sections, an overview of the operation of content, service, creation and management sub-systems is presented, which illustrates why these tools compose an important and integral part of a system responsible of creating, delivering and managing converged broadcast and telecommunications services. The next section examines a number of metadata languages candidates for describing the iTV services user interface and the schema language adopted in this project. A detailed description of the operation of the two tools is provided to offer an insight of how they can be used to de-skill and speed-up the process of creating digital TV user interfaces and applications for mobile terminals. Finally, representative broadcast oriented and telecommunication oriented converged service components are also introduced, demonstrating how these tools have been used to generate different types of services

A Distributed Consensus Algorithm for Decision Making in Service-Oriented Internet of Things

In a service-oriented Internet of things (IoT) deployment, it is difficult to make consensus decisions for services at different IoT edge nodes where available information might be insufficient or overloaded. Existing statistical methods attempt to resolve the inconsistency, which requires adequate information to make decisions. Distributed consensus decision making (CDM) methods can provide an efficient and reliable means of synthesizing information by using a wider range of information than existing statistical methods. In this paper, we first discuss service composition for the IoT by minimizing the multi-parameter dependent matching value. Subsequently, a cluster-based distributed algorithm is proposed, whereby consensuses are first calculated locally and subsequently combined in an iterative fashion to reach global consensus. The distributed consensus method improves the robustness and trustiness of the decision process

BETaaS: A Platform for Development and Execution of Machine-to-Machine Applications in the Internet of Things

The integration of everyday objects into the Internet represents the foundation of the forthcoming Internet of Things (IoT). Such “smart” objects will be the building blocks of the next generation of applications that will exploit interaction between machines to implement enhanced services with minimum or no human intervention in the loop. A crucial factor to enable Machine-to-Machine (M2M) applications is a horizontal service infrastructure that seamlessly integrates existing IoT heterogeneous systems. The authors present BETaaS, a framework that enables horizontal M2M deployments. BETaaS is based on a distributed service infrastructure built on top of an overlay network of gateways that allows seamless integration of existing IoT systems. The platform enables easy deployment of applications by exposing to developers a service oriented interface to access things (the Things-as-a-Service model) regardless of the technology and the physical infrastructure they belong

Internet of Things-aided Smart Grid: Technologies, Architectures, Applications, Prototypes, and Future Research Directions

Traditional power grids are being transformed into Smart Grids (SGs) to address the issues in existing power system due to uni-directional information flow, energy wastage, growing energy demand, reliability and security. SGs offer bi-directional energy flow between service providers and consumers, involving power generation, transmission, distribution and utilization systems. SGs employ various devices for the monitoring, analysis and control of the grid, deployed at power plants, distribution centers and in consumers' premises in a very large number. Hence, an SG requires connectivity, automation and the tracking of such devices. This is achieved with the help of Internet of Things (IoT). IoT helps SG systems to support various network functions throughout the generation, transmission, distribution and consumption of energy by incorporating IoT devices (such as sensors, actuators and smart meters), as well as by providing the connectivity, automation and tracking for such devices. In this paper, we provide a comprehensive survey on IoT-aided SG systems, which includes the existing architectures, applications and prototypes of IoT-aided SG systems. This survey also highlights the open issues, challenges and future research directions for IoT-aided SG systems