er applications can be built or integrated. For example, a framework might be based on a fault collection and correlation engine designed to integrate with and pass fault data to other applications that can be built on the framework. Such vendors' business models are often based on professional services revenue, meaning they are as much specialized product integrators as they are The Ultimate Guide to Building and Delivering OSS/BSS vendors. Many CRM packages fall under this category. Because their functions are tied closely to business processes, they must be tailored to the user's needs. CRM vendors have a tendency to partner with leading systems integrators to perform their implementation and integration work. Working with a toolkit or framework vendor has distinct pluses and minuses. A commitment to this type of vendor and application means a commitment to a longer implementation and refinement process to get systems and processes running. They require more expertise and analysis to configure properly. They are often highly functional, adaptable systems and often can be tailored more closely to an IIC's requirements. The key for any IIC, however, is to determine the effort required to implement the application and whether or not the added configurations or customization are worth the time and resources. Can it meet its goals with a package solution for less money? The IIC must also determine if it has or wants to maintain the staff necessary to implement and run a toolkit or framework-based system. If the IIC's main differentiating characteristic is a highly flexible, functional OSS, then highly configurable, customizable applications and tools make the most sense. Ideally, most IICs would love the freedom to work with just one vendor. The problem is that no single vendor has delivered an end-to-end OSS package that can really do it all. Some packages are starting to emerge offering total OSS solutions with various levels of success. The companies that have begun introducing pre-integrated, or "telco-in-a-box