Technology Management Centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to be easily integrable with any existing helpdesk software in the company.

Network testbeds have empowered networking research and facilitated scientific progress. However, current testbeds focus mainly on experiments involving the current Internet. In this paper, we propose SCIONLAB, a novel global network testbed that enables exciting research opportunities and experimentation with the SCION next-generation Internet architecture. New users can join SCIONLAB as a full-fledged autonomous system with minimal effort and administrative overhead, and directly gain unfettered access to its inter-domain routing system. Based on a well-connected network topology consisting of globally distributed nodes, SCIONLAB enables new experiments, such as inter-domain multipath communication, path-aware networking, exploration of novel routing policies, and new approaches for DDoS defense. SCIONLAB has been operational since 2016 and has supported diverse research projects. We describe the design and implementation of SCIONLAB, and present use cases that illustrate exciting research opportunities.

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Abstract. In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A.

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