 resource that causes degradation in service quality. The KPIs are used to produce the service KQIs and these in turn are the key indicators of the per- formance of the various elements of any particular service. Service KQIs are the primary input for management of internal or supplier/part- ner SLAs that calculate actual service delivery quality against design targets. Service KQIs are also used in supplier/partner contractual agreements. Service KQIs pro- vide the main source of data for the product KQIs. The purpose of the latter is to manage product quality and to provide data for monitoring SLA compliance. Table 7.1 describes the mapping of the key indicators onto the service decom- position described in the TMF's SLA Handbook. Considering the top-down view, a service degradation is identified at the KQI level. It is then possible to drill down logically through the components of the KQI to the particular KPI/KQI which is associated with the cause of the degradation. Further decomposition of the violating KPI/KQI provides information on the root cause of the degradation. This enables the user to identify the particular service resource which caused the service quality degradation. 4 Implementing Service Level Management 7.7 Conclusion Implementing effective SLM requires deployment of an SLA management system, but there are several other issues of the project that must be considered: impact on existing business processes understanding the mapping of services to service resources defining the KQIs integrating with existing OSS for the collection of KPIs from multiple sources of differing data types in real time. Although at first the task may seem to be very complex, a hierarchical approach to defining services and measurables provides a shorter time to implementation. It also ensures that tangible benefits are delivered to the business. We thank Comnitel Technologies for allowing us to use their material in this chapter. Telemanagement Forum: TOM 8.1 Introduction The Telemanagement Forum (TMF) is a telecommun