s face massive integration and technology transition challenges as they become active in the IIC supply chain. Because the supply chain is all about service delivery, it is critical to look at how cable providers deliver Internet service over cable modems. Internet services are the cable providers' proverbial foot in the door. Once the cable modem is in place, it's a pipe the provider can use to sell more services, like Web hosting, telephony and various forms of interactive entertainment. Getting those cable modems delivered and working properly has become a simpler task, thanks to data-over-cable services interface specifications (DOCSIS) standards. CableLabs is the organization tasked with developing DOCSIS, now called the Cable Modem project, and has received much cooperation from the cable industry that leads to its ongoing success. CableLabs is also developing interface standards for next-generation set-top boxes (OpenCable), managing IP-based voice services (PacketCable), for managing devices connected to a residential subnet (CableHome) as well as an eCommerce community (Go2Broadband) for cable products, such as modems. 4.5 Provisioning a Cable Modem As with any service delivery process, the first question to answer when a customer wants cable Internet service is if a bi-directional cable plant serves the site. If it does, the operator must determine what capacity the customer wants (e.g., 300 Kbps?). The operator must also determine what operating system the customer's PC runs and whether it has a network interface card (NIC) installed. In most cases, PCs are shipped with the proper cards, or the The Ultimate Guide to Building and Delivering OSS/BSS user can install them easily with instructions or telephone help. In some cases a technician is dispatched to help with the installation, but generally not without an additional fee. Once the modem is installed and connected to the cable jack, the customer may have to contact a CSR to provide the cable modem and NIC media access control (MAC) addresses. Howev