Detailing Customer Service Request including critical components such as bandwidth requirements and special features.
Translating Customer Service request into Service Provisioning request
Support interactions with workflow to identify when a service has been completely provisioned, turned up and tested to determine when to initiate billing
Billing expertise must be in the areas of both usage-based as well as "All you can eat". Monthly Recurring Charges (MRCs) as well as Event-Driven (e.g. request for new CPE/Phone install) charges must be supported
End-to-End Service Implementation from CRM/Ordering through Billing and Service Assurance
Flowthrough – Must ensure provisioning process can be automated requiring minimal or no manual interaction to order,design, activate and bill a given service.
Workflow – allows for design, management and statusing of the entire provisioning process. Supports the manual provisioning of one-off variations as well as fallout from flow-through. Workflow component is critical to allow quick implementation of new services and or modification to existing service offerings.
Proactive monitoring of devices from a NOC must be provided either in a insourced or outsourced model.
Automation of this process is key - Goal should be to monitor network problems via SNMP traps for example. When a trap is received a ticket should be automatically created in a trouble ticketing system and automatically assigned to a tech appearing on their daily worklist.
Reactive montitoring capability which can be driven by a customer complaint must also be supported and must be automated in a similar fashion as proactive with only changes being the trigger.
