roached for future opportunities. Time to solve a reported issue by replacing or fixing the equipment becomes a critical factor. The number of satisfied customers after a call with a support agent is an indication of how well the call center professionals are handling support tasks. Finally the num- ber of bugs reported on the service is an indication of the development and test effort performed before the service was launched. Identifying reliable third-party vendors for future opportunities can be done as part of monitor- ing the assurance reports. Most customers have high expectations on a subscribed service, leading to low loyalty and much dissatisfaction when a service does not perform to the expected levels. The assurance helps in clarifying the customer queries before they subscribe to a service and later helps in bringing their expectations in par with what is actually offered and determined by SLA. Quality of customer service is always a key differentiator for service providers, which affect their revenue and profitability. The increase in complexity of network technology is also affecting the assur- ance with an increased time to fix issues. Management of the complex network in a multivendor environment also adds to the effort in assurance. New and compelling 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 custo