In this chapter, we will describe the content and design of a generic wireless SLA and how it can function as a value adder for a wireless service provider. More importantly, we will discuss the many SLA design and implementation considerations that can have direct implications for service assurance applications. In light of the current wave of outsourcing activity, service relationships between business partners and between service vendors and customers have become far more complex. Often, many different types of service providers are involved. Particularly, many services are provided by international enterprises with different content and domain interests. Managing the quality of an end-to-end service to an end user is no longer a single process or procedure. It becomes a complicated business practice involving many chained service contracts with different vendors that may be impacted by various national or international regulations.

The focus of this chapter is also the identification of the service provider value-chain in wireless applications. In addition, we will continue our examination of needed procedures and service functions to understand their place in OSS operations. In the following chapters, our discussion of OSS systems will map out how a service s quality and controlling OSS are interrelated and how existing service assurance solutions are no longer viable in the highly competitive wireless market. We will undertake an in-depth analysis of SLA flows in system processes that can help us identify a better, more integrated process that can support the interests of both clients and providers.

Figure 2.1 depicts...