services are being introduced with advanced equipment making up the underlying infrastructure. The monitoring and trouble management system should be such that the underlying complexity is abstracted to a level that makes the management of services and network easy. Standards on next generation network management are toward this end for smooth operation of next generation services on IP based next generation networks. Service developers can also play a role in ensuring integrated customer centric experience. The high degree of complexity accompanying telecom industry with converged services, heterogeneous networks, and multiple vendors necessitates effective service developer strategies to ensure that the service provider can offer integrated customer centric experience. Fundamentals of EMS, NMS and OSS/BSS Some of the issues that generate dissatisfaction to customers are: Many interactions with support team without a positive outcome. Inconsistent information provided on interaction with different channels. Increased time for service fulfillment and customer service. Multiple services offered on divergent platforms like mobile, PSTN, Cable, and SO on, which have to be handled separately by the client. Competitors offering better customer experience. The number of support calls from customers has increased recently and the main cause of these issues can be attributed to the following changes in service provider space affecting customer experience: New complex convergent services are being introduced that the customer is not familiar with. Support calls can be with regard to ordering, service usage, billing, and SO forth. Different types of networks are coming up and the service provider profes- sionals may not be able to fix all bugs before deployment. Many suppliers and partners with regard to services being offered and the content associated with the services. Acquisitions and mergers in service provider space, which require aligning business process and integrating solutions. Nonscalable legacy applications fo