Today the provider’s reality includes high customer churn, fragmented tool sets, and management disconnects, leading to high overhead costs and limited service assurance. Churn may occur due to mismatched expectations between the customer and their service provider. Providers have responded to this by setting up Service Level Agreements (SLA). Spirent Communications is in the forefront with delivering cohesive tools, which enable intelligent service quality management. This paper will describe the requirements to manage IP services, the difficulty in doing so, and the tools offered by Spirent to simplify the task.
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