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 deployment, operation and management that the business case becomes attractive. Among targeted services are MMS, news, video calls, interactive messaging, games, music, entertainment and positioning services. It is a new area and the environment is in many aspects more complex and heterogeneous than the control and connectivity layer environment. As mentioned before: There are many players and a growing number of applications. Messaging services and transactional services require much support from the service layer (Chapter 8). To cope with the situation there is a need for partnerships between operators, vendors and content and application providers. See Figure 16.15. There is also a need for common enablers to control OPEX and CAPEX. The middleware or framework functions are vital. They include support servers for service administration like registration in system component registry, discovery, common directory, common charging such as prepaid, and single sign on with authentication. Service development kits and API including service gateways make deployment easier. Telecom Management - Operations User data Business relation Charges User segments Content FAB = Actor-user Life stage dimension Retailers providers interface, with Value/attitude dimension fulfilment, Reception assurance and Services, QoS, Security (peer)