 to go deeper into the OSS chain than the residential customer. Business customers generally want control over their services, including adds, moves, and changes, billing and account information, as well as trouble management. The Web portal can play an enabling role in all of these areas. Business strategy and value propositions will not only impact the IIC's OSS package selections, but also impact how those packages will be configured, integrated and deployed. The IIC's growth plans should be an influence as well. 1.1 Products and Services Strategy An IIC will need to define a marketing strategy that includes specific product and service definitions for the products and services it chooses to provide. IICs may offer any of the following products and services: - Telephony - Cable/Video - Data Services and Internet Access - Managed Services The Ultimate Guide to Building and Delivering OSS/BSS - Managed Security - Customer Premises Equipment (CPE) - Content Delivery - Applications - Virtual Private Networks (VPNs) - Transport - eBusiness/Transaction Solutions An IIC's product or service definition also includes product or service features and pricing components. Promotional and bundling strategies must be identified that combine billing flexibility with network delivery capabilities. How creative and active an IIC plans to be with its pricing, discounting and promotions will influence its OSS requirements, particularly in relation to billing and product catalog functionality. For resold services, the operational requirements are different. Resellers must focus more on managing their suppliers to create and deliver services since their own network assets are likely to be minimal or even non-existent. Likewise, if quality of service is a concern for a product offering, the IIC must decide whether to use individual QoS definitions to support customized SLAs or general QoS measurements for more generic, network-wide SLAs. The former strategy is more customer focused, but also more complex from a service and network m