Given the recent advances in telecommunication services, new service operations are needed that support not only existing network services, but also information and communication providing services, such as multimedia services. It is particularly important that service usage information should be gathered, processed, analyzed and presented properly for smooth service provisioning and business support. This paper defines a reference model for service usage information and an implementation model for establishing the functions needed to gather and process this information. The results of an service operation system as implemented in NTT multimedia service trials, currently underway in the city of Urayasu, are also described.

In this paper, we analyze the traffic data management requirements of the customers, describe the functions of the traffic database needed to satisfy their requirements, and propose a highly distributed database system which can efficiently implement these functions. Finally, we report the results of system performance evaluations.

From the viewpoint of customer's satisfaction, precise information and rapid action are very important when complaints about call connection failures or service quality deterioration come from customers. It is indispensable to the propose that operators are supported by an operation system which stores and processes each customer's information, their complaint's histories, network failure status and call connection detail data. This paper shows functions and Human Machine Interface (HMI) of Customer Complaint Handling System (CCHS). This system can handle a customer's complaint by an electric ticket and necessary information is automatically collected and shown on the ticket.

The establishment of an intelligent network service operation architecture is important for facilitating development and integration of service operation systems. To do this, the basic concepts and goals of service operation items must first be clarified. Then, the necessary procedures as well as the required data on the behaviors of customers, operators and operation systems must be described. These various points are discussed based on an operation study methodology.