CONTENTS

1     Scope 
 2     References
 3     Definitions
 4     Abbreviations  
 5     Conventions    
 6     Operational resource and service management  
        6.1     Resource management     
        6.2     Service management        
        6.3     Services and network operations model  
7 Concept of service management
        7.1 Service development & management      
        7.2 Service management & operations           
        7.3 Customer service management and operations    
8 Conclusion