der to develop CSP strategy, build infrastructure, develop and manage products, and to develop and manage partnerships and the supply chain. 2. The Operations process area - includes vertical end-to-end processes for service fulfilment, service assurance and billing processes. These processes are some- times referred to as customer operations processes and include both CSPs day- to-day processes and operations support and readiness processes. The latter are responsible for providing management, logistics and administrative support for customer operations. 3. The Enterprise Management process area - includes basic business processes required to run any business. These processes focus on enterprise level, and include, e.g., financial management processes, human resources management processes, etc. In the operations process area, the eTOM framework depicts the three vertical operations as end-to-end processes of the telecommunication industry. The vertical process group of fulfilment is responsible for providing customers with their requested services. The fulfilment workflow advances from selling and order handling through service configuration and activation to resource provisioning. The processes in the service assurance group are responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to customers are available at the agreed SLA or QoS performance levels. The pro- cesses are about collecting data on problems and service quality parameters at both customer and network interfaces as well as aggregating and analyzing the data. The billing process group is responsible for the production of timely and accurate bills, resolving billing problems, processing customer payments, and performing payment collections. The tasks in this process group basically involve collecting data records on usage of the services, aggregating and rating service usage and charging customers according to the usage. The eTOM operations process area also includes the horizontal layers of c