This group of applications supports and enables the processes that focus on the knowledge of services (e.g. voice; data, content services, etc.) and includes all functionality necessary for the management and operations of communications and information services required by or proposed to customers. The focus is on service delivery and management as opposed to the management of the underlying network and information technology. Some of the functions involve short-term service capacity planning; the application of a service design to specific customers or managing service improvement initiatives. These functions are closely connected with the day-to-day customer experience.
These processes are accountable to meet, at a minimum, targets set for service quality, including process performance and customer satisfaction at a service level, as well as service cost. The applications that an operator may have in the Service Management and Operations area are: