et all types of queries with regard to an order like the date of completing the order, the quote, or the price the customer has to pay for the service in the order, the status of the order, changes to be made in the order, cancellations to the order, discounts or adjustments to the order based on promotions, confirmation on the order, troubles with regard to the order after service is activated, and SO on. In all cases where the customer interacts with the support desk, the specific order has to be identified to respond to the query. So the CRM module interacts with the OMS module to get informa- tion on the order. Reports: The OMS issues different types of reports that are useful for cus- tomers as well as internally by the service providers. The reporting engines usually offer the capability to generate reports in a variety of formats like pdf, word doc, excel, image file, and SO forth. The reports from OMS can be the order status, the orders that were not completed and the reasons, the trouble conditions that occurred during the completion of an order, the total revenue generate from orders raised on a specific service, and many more reports that help in proper planning and development of service along with an increase in customer satisfaction. OSS/BSS Functions Service Customer Pre-order and management planning and sales development Billing Order Resource subsystem management provisioning Service Trouble Workforce provisioning management management Figure 20.2 Order management module interactions. An order management system offers a set of advantages that make it an impor- tant component for the service provider (see Figure 20.2). The advantages are: Reliable service to the customer: The service requested by the customer is cap- tured as an order. The order management system has predefined formats for collecting orders for specific services. So when an order management system is used the completeness of the service details is guaranteed. In addition to clar- ity in collecting an order, the order management mo