 and discounts also need to be planned and tracked. While fulfillment, assur- ance, and billing of the service are the day-to-day activities, there is also a platform and product planning to be done in the backend. This includes deciding when the services should be made available, what features should be offered, and decision on the possible quote for offering the service. The order management process also needs to be managed by the support system. This solution is closely integrated with the service provisioning module. So once the order is confirmed, the provisioning is triggered, which includes configuring the net- work to deliver the ordered service for the contractual specifications agreed upon. Service management does not end with provisioning and configuring of the service. This is followed by active monitoring on the service and an infrastructure to deter- mine the quality of service (QoS) actually delivered by the network. Based on the What Is OSS and BSS? events generated during monitoring, the network configuration is fine tuned to rec- oncile the delivered QoS with customer expectations. These events also help in net- work planning, SO that next time a similar service is configured, better results can be obtained from initial settings of the network. Service level events are handled by the support systems. The customer, as well as service providers, also require reports on the service. The customer would be interested in reports like billing, value-added services used, and when a service outage occurred. The service provider would be working on reports related to resource capacity, utilization, bugs raised, and the SLA breaches to be compensated. The generation of reports is a functionality of the support systems. 19.4.3 Support Systems to Manage Resources The infrastructure management is traditionally a part of the support systems. The support system is expected to ensure the proper operation of the network and ele- ments that make the infrastructure for hosting the services. The installation of soft