ions that are expected should be identified and the customer informed. This means that the customer is to be informed of any planned maintenance or other scheduled events likely to impact delivery of service or violation of SLA. Preset thresholds are set for the SLA attributes to identify SLA jeopardy and SLA breach. SLA management also reports to the cus- tomer the QoS performance as per queries or customer reports generated for the subscribed service. 26. Customer self-management: Customer self-care applications are now used by almost all service providers. These applications provide a set of interfaces to the customer to directly undertake a variety of business functions. This way the customer does not always have to contact a support desk and some of the support operations can be performed by the customer itself. Access to the customer interface application needs to be secure and should have a solid authentication and authorization mechanism. These applications provide fully assisted automated service over various customers touch points. The customer self-management application interacts with the customer relationship management modules and performs the oper- ations that was previously done by a support desk professional. 27. Customer problem management: This application is intended to handle cus- tomer problems. It is closely linked with trouble ticketing. When a customer calls with a service or billing problem, the customer information and prob- lem details are collected using problem management application. When the reported problem cannot be fixed immediately, a trouble ticket is raised SO that customer can refer to the ticket number for tracking the status of the problem resolution. The trouble ticket is assigned to the appropriate team in service or network support department and the problem management module continuously tracks the status of the ticket. Customer problem resolution applications are mainly concerned with how the problem would affect the relationship between the customer and service Manag