ity. See Figure 16.14. Server platforms are built to deliver services and media contents irrespective of the IP host's access type. Most future services beyond voice will be developed and driven into the marketplace by content-based servers. The expression service management is used for service provisioning and service data management. The managers that handle personal end-user service provisioning and service man- agement are sometimes called personal service environment managers. It is an end-user contact point for managing his/her personal service environment. The personal service environment contains secure personalized information, stored in user profiles, defining how subscribed services are provided and presented to the end user. QoS and security become important prerequisites in the overall service management. As described in Chapter 6, QoS (and security) is a layered feature. Therefore the overall Understanding Changing Telecommunications - Building a Successful Telecom Business End-to-end service management Application Application Applications management Session Session transport System transport management os & HW os & HW TE + MT Network QoS network management Radio access network Service data network network or Internet QoS by UMTS mechanisms QoS by external mechanisms Figure 16.14 An end-to-end, all-layer view is necessary for service management QoS, as perceived by the end user, is a result of the network QoS and the upper layer QoS protocols in the server and user equipment. Since the service portfolio is a competitive tool, service creation, configuration, imple- mentation and management are critical competencies. Service creation and management are possible areas for partnership. Telecom management performs the whole FAB (fulfil- ment, assurance and billing) processes necessary to provide the service to the end user. The service layer includes vast possibilities but also particular problems and challenges. The overall goal is to capture revenue from new services 'beyond voice', with such cost of 