This research examines the issue of developing an effective service management strategy that Taiwan’s ISP management
is currently facing and proposes a BI process that could assist management in discovering in-depth
knowledge of customer usage behaviors and network facility utilization. With IP traffics of each individual user as data, this process emphasizes significantly on data preprocessing and subsequent modeling. We present appropriate technologies along with each phase of the process to aid management in implementation, which includes a decision support system to assist management who are otherwise not capable of integrating various methodologies together.
With the cooperation of a major ISP company in Taiwan, we demonstrated the detailed implementation of this process.