Improving The User Experience Through Adaptive and Dynamic Service Management

Current management systems make it difficult and often prohibitively expensive for Service Providers to offer value-added services to large numbers of subscribers with a concern for each individual’s unique experience. Furthermore, many Service Providers do not clearly understand what services will attract subscribers, in order to maximise long-term profitability and growth. This paper discusses the concept of Quality of Experience as a means to come to a greater understanding of emotive user behaviour and each individual’s purpose and needs. We combine this understanding with the use of Policy-based Network Management to build more automated, adaptable and evolvable management systems that can respond dynamically to needs. However, there is still a great deal that must be done to architect management systems that can handle millions of users. This is because high performance and availability are essential but service complexity and user demands will continue to increase, putting these non-functional qualities at risk.