S for Telecom Networks Customer Customer Interface Management Processes Problem Customer QoS Invoicing and Sales Order Handling Handling Management Collections Customer Care Processes Service Service Service Service Planning and Problem Quality Rating and Configuration Discounting Development Management Management Service Development and Operations Processes Network Network Network Network Network Data Planning and Inventory Maintenance & Provisioning Development Restoration Management Management Network and Systems Management Processes Network Element Management Processes Physical Network and Information Technology Figure 8.1 The Telecom Operations Map. business processes. At the same time, TOM divides the Service Management layer into: 1. Customer Care processes 2. Service Development and Operations processes. The Customer Care layer focuses on processes triggered by individual customer needs, such as new orders, billing and fault-handling. The Service Development and Operations Processes layer focuses on processes triggered by some group of cus- tomers subscribed to a service or family of services. This division of layers also reflects accountability for direct customer contact handling in Customer Care Processes and the need to focus on integration and automation of Customer Care Processes. Customer Interface Management may be managed from within the individual Customer Care processes or across several Customer Care processes. As web-based interfaces become more common, the integrated Customer Care interface is a service differentiator. Thus, Customer Interface Management is distinguished as a separate entity rather than being included as just another customer care process. Customer Interface Management represents the actual interface between service provider and 8 Telemanagement Forum: TOM customers. Interfacing functions are carried out as integrated customer contact management, voice response units and web interfaces. In turn, these are supported by Customer Care processes. As the TOM process framework is 