y to view network and service performance vs. SLA parameters Chapter 5 - The Enterprise OSS Platform APPLICATION KEY REQUIREMENTS DETAILS Enable user profile changes e.g., user password for applications to which the customer has a subscription Key Configuration Components Product catalog Allows rapid configuration of product bundles and discounts Customer hierarchy Supports unlimited levels of account hierarchies and dependencies Personalization Allows users to personalize homepage/information layout and delivery Table 8. CRM APPLICATION KEY REQUIREMENTS DETAILS Support multiple customer e.g., call center, e-mail, Web interaction methods and IVR Strong support for IVR/CTI technology Capability to validate availability and capture bundled order for cable, telephony and data Support monthly product changes Especially for cable providers based on pay-per-view (PPV) event schedule Support immediate ordering of Especially for cable providers PPV type events Integration with scheduling package to schedule technician visits Strong trouble management Should include trouble capability shooting scripting, FAQ database, customer self entry, and status Sales support capability from prospect to opportunity to ordering The Ultimate Guide to Building and Delivering OSS/BSS APPLICATION KEY REQUIREMENTS DETAILS Capability to provide "can serve Especially important for DSL, functionality" based on homes cable modem, and other passed. Both current and future access services (planned) Table 9. Network Management APPLICATION KEY REQUIREMENTS DETAILS Network Real-time monitoring of network Management health Ability to isolate network Also known as fault or alarm problems to specific components correlation and filtering of facilities Automated generation of trouble Requires strong integration tickets for network outages with trouble management systems Ability to identify customers Strong integration with affected by network faults or customer contact systems outages Support interface to billing, All play a role when service is provisio