r services that are attractive and/or make life easier. The need for safety services for elderly people, the need for more medical services. The need for easy-to-use devices. The need for a user-oriented language, avoiding expressions like WAP, GPRS, ISDN in marketing and other user-related activities. The need to create, market and test new services in the established systems. The need for security and related standards, especially for transactional services. The need for accessibility, with sufficient coverage, and roaming between different systems. The user orientation is clear. The obvious need for a bottom-line quality of service adds to the list. End-User Needs and Demands Marketing expenses, Total market (all users) Competitors Business pricing User needs User segments Revenue Market share, churn (regulations) Service offerings Other operators Operating and service expenses providers Interconnect Financial calculations ROCE, NPV Investments ROI, risk Network Accounting Figure 2.2 Service offerings from competing actors The statement that users live in a dynamic environment is recognized. Yet, let us take some examples from the last 10 years: More interactivity is offered, such as games and of course surfing the web. Multimedia is offered. Telecom is heading towards a media channel like radio, TV, books. Mobility for services other than voice is offered. Business support has increased significantly, helping enterprises to focus on core busi- ness. P2P (peer to peer), such as Napster, was unknown before. M2M (machine to machine) is coming Security is increasingly important. Quality of Service (QoS) was perceived unconsciously before, and it was more network internal. Now it is an all layer, end-to-end embracing issue. The above list also gives quite a good picture of the changing interface between the user and the network, and describes the current main requirements of the network. This interface will be treated in more depth in Chapters 5, 6 and 7. The business-user interface along with pricing, charging an