ct information, service activation status, and SO on. It can happen that the multiple call han- doff happens first at the customer support in CSC before the call goes to a technical support professional in NOC. A typical example is the customer Fundamentals of EMS, NMS and OSS/BSS calling up support to check why the new service is not working. This would first go with the billing team to check credit, then to the service activation team to check the status, and if the service is already activated then to the technical team to isolate and fix the problem. Proactive identification: The problems that are reported by a client and need a fix are definitely cases that could have been identified by the service provider professional itself. Proper validation and verification can reduce the number of bugs reported. When a bug is fixed with regard to a specific service, suitable actions need to be taken that ensures the same issue in another service or for another customer is also fixed. Proactive fixing of issues by the service provider and service developer can reduce the number of bugs reported by the customer. Isolating the issue: This involves mapping network issues to a service and more specifically to identify the node in the element that has caused the ser- vice failure. When there are multiple issues to be fixed then a decision has to be made on what issue needs to be fixed first. A discussion might be required between teams to identify the best way to solve a set of network level issues to bring back a service. Some equipments and solutions used in service pro- vider space may be from third-party vendors. To fix some bugs and to isolate the issue itself, interaction with third-party vendors may be required. Most service providers outsource their support activities to IT companies to have a single point of contact for inquiring on the status of a ticket and the IT company has to manage the different external vendors. Customer centric assurance is currently a necessity. Most service providers have a dedicated team 