<p>Copyright TM Forum 2006<br/></p><p><br/></p><p><b>Overview</b><br/></p><p>Service Quality Monitoring (SQM) and impact analysis applications are designed to allow operators to determine what levels of service they are delivering to their customers. Ideally these take a customer centric view, i.e. the quality of service perceived by customers but may measure additional service metrics to allow the operator to be aware of approaching problems or degradations to service. Impact analysis applications extend this capability to predict the likely impact of service degradations or network problems on specific customers.SQM applications generally support the 4 sub-processes defined by eTOM:<br/></p><p><br/></p><p><b>Functionality</b><br/></p><p>SQM applications are a major feed to service level agreement management applications.  Key features are:<br/></p><p><ul><li><b>Monitor Service Quality</b></li><br/></p><p><li>Extracts service related key performance indicators (KPIs) from various management systems. </li><br/></p><p><li>Receives alarm information</li><br/></p><p><li>Receives test information</li><br/></p><p><li><b>Analyze Service Quality</b></li><br/></p><p><li>Collates the KPIs and converts to Key Quality Indicators (KQIs) against which the service quality can be measured.</li><br/></p><p><li><b>Improve Service</b></li><br/></p><p><li>Recommends improvements as a result of the Service Quality Analysis</li><br/></p><p><li><b>Identify & Report Service Constraints</b></li><br/></p><p><li>Identifies areas within the network where service deterioration is being caused by constraints such as demand surges</li><br/></p><p><li>Reports these to the resource layer</li><br/></p><p></ul><br/></p><p><b>Supported Contracts</b><br/></p><p><i>To Be Added</i><br/></p>