Integrated Trouble Management to Support Service Quality Assurance in a Multi-provider Context. - Dan Dragan; Thomas Gringel; Jane Hall; Richard O. Sinnott; Michael Tschichholz; Wilhelm Vortisch (IS&N, 2000)

Supporting Service Quality Assurance via Trouble Management. - Richard O. Sinnott; Thomas Gringel; Michael Tschichholz; Wilhelm Vortisch (MMNS, 2000)