Fuzzy modeling of cooperative service management

Abstract

Cooperative service management is concerned with the development, deployment, and operation on network based services involving the cooperation of a number of human/organizational entities. One of the prerequisites for efficient management of these complex systems is related to understanding of the roles of humans and the ways they interact with each other. This paper presents a new methodology for cooperative service management based on Computer Supported Cooperative Work techniques. The methodology is founded on the identification and modeling of human roles and their knowledge regarding their interactions with other people involved. The modeling is based on the notion of fuzzy sets that will readily furnish for the use of linguistic values. This is aimed at unveiling of the deficiencies in the existing collaborative support tools with a view to developing more effective cooperative service applications. The idea has been illustrated with a case study in a large telecom.