Management of special services — designing for a changing world


COSMOSS, BT‘s customer-oriented system for the management of special services, was implemented in early 1994. It is a large 3270-based multiple virtual storage (MVS) system using CICS, DB2 and BT Middleware. Though seen by some as a legacy system cloned from the customer service system (CSS), COSMOSS is very forward looking in its attempts to anticipate and accommodate change. This paper discusses the COSMOSS design approach and in particular how it tackles problems associated with the inevitability of change.

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Chandler, J. Management of special services — designing for a changing world. BT Technology Journal 15, 87–97 (1997).

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  • Information System
  • Communication Network
  • User Interface
  • Legacy System
  • Service System