This IDC study identifies key business and technology challenges that must shape decisions concerning operational support systems/business support systems (OSS/BSS). The role of business processes and technology is discussed in terms of the OSS/BSS.

"Too many service providers remain focused on technology. As service providers are making choices about which OSS/BSS truly deliver competitive advantage, being attuned to business objectives is important." ? Elisabeth Rainge, director, Next-Generation OSS and Billing