service experience 8 Telemanagement Forum: TOM enable cost-effective management of people that ensures a fulfilling work life for staff enable cost-effective process automation. Service providers can differentiate their services from those of competitors by adopting a unique approach to process activities and the information they use to support any specific service. Although the TOM at the framework level is technology- and service-independent, it is intended to be applied to real-life services and tech- nologies. The processes, flows and basic information will be consistent across two different technologies or services, but the detailed information will have differences. Certain activities or sub-processes may be required for one service or technology and not another. A service provider's business rules may dictate a different sequence of activities owing to the nature of specific service or customer requirements. New services are essential for growth in demand for telecom services. This has been borne out by the regular introduction of new services and technologies in the telecom and data services industries over the last few years. New services often have new process requirements or at least require a new perspective on existing process requirements. In mobile services: New process requirements have been introduced by offering mobile customers the ability to "roam", where customers of a "home" service provider may use the infrastructure of another service provider. Fraud management has been extended to address the new requirements of roaming. To manage roaming, the home mobile service provider and the serving service provider enter a roaming agreement. This is done directly or through a clearing house. Development and implementation of the roaming agreement come under the Service Planning and Development Processes of the TOM, and include inter- faces across all layers of the map. Processes to detect and prevent fraud are common to most networks. Mobility and roaming add to the complexity of detecting and preve