Analysis of the application of TMN standards for the management of CRM systems. / Análise da aplicação dos padrões TMN no gerenciamento de sistemas de CRM.

AUTOR(ES)

Sandro Antônio Vicente

DATA DE PUBLICAÇÃO

2003

RESUMO

Despite the fact that the information technology (IT) has been applied for business purposes since the sixties, they only became essential to business in the late eighties, when the technology started to play an essential role for corporations of any size. Therefore, the profile of the typical IT user in business has shifted from huge companies to mid-sized and even small companies. Nowadays, IT is widely applied for the management of business processes through the use of corporate systems oriented for different purposes like, for example, ERP (Enterprise Resource Planning), SCM (Supply Chain Management) and CRM (Customer Relationship Management). As far as a corporate system grows and works in new features, grows its complexity as well. Nowadays, such systems usually comprise lots of different heterogeneous components, geographically distributed, administered by different organizations and, as a result, the management of such systems became a new challenge. This dissertation analyses the application of open standards, designed to allow the modeling of distributed systems and the management of telecommunication networks, to the management of complex corporate systems. More specifically, it will analyze the application of the TMN standards, developed for the management of telecommunications networks, to the management of CRM systems, where the latter presents extreme complexity due to the fact that it usually involves different technologies, geographical distribution and many disciplines (such as databases, information analysis tools, computer networks, legacy systems and various communication medias).

ASSUNTO(S)

sistemas distribuídos open systems sistemas abertos tmn (telecommunication management architecture) crm (customer relationship management) crm (customer relationship management) tmn (telecommunication management network) distributed systems

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