It is essential to specify network service quality parameters to enable services to be offered to customers/users in order to satisfy customers'/users' quality of service expectations. These parameters relate to both implementation and ongoing use of the service. Service quality is also related to all aspects of network assessment and management of the network.

Standardization of service quality parameters and measures are needed for application to all generic services using the network, e.g. ISDN, B-ISDN, IP, mobile and multimedia.

Special voiceband data application such as facsimile will be considered. Also, the interworking of network signalling system and the protocols of the applications will be considered.

a) that service quality of networks needs to be assessed as a total connection, focusing on the end-to-end network service offered at all times;

b) that communication companies face competition, which stimulates customer/user expectations of quality of service along with differentiation of quality of service and related tariff;

c) that there is a need to support subjective service assessments by measurement of clearly defined objective network parameters and that there is a need to define objective measurements of service quality for networks which are meeting their performance objectives;

d) that service quality parameters are required in order to meet customers'/users' expectation of a service, and related network performance parameters should relate to service quality parameters;

e) that emerging user/customer applications on Global Information Infrastructure have the need for high-quality and seamless interworking;

f) that network providers must plan, dimension and operate their networks to parameters which will ensure that services offered to customers/users meet the latter's quality of service expectations;

g) that increasingly operational and QoS aspects of security procedures must be considered;

h) that some alternative calling procedure may reduce significantly the service quality of networks;

i) that customers/users perceive value for money based on quality of service perception;

j) that customer/user behaviour associated with a service could have an impact on network performance and quality of service;

k) that traditional and new telephony services will be offered using both circuit switched and new technologies including Internet Protocol, ATM, new access methods and technologies, etc.;

l) that advanced routing methods will have an impact on how networks are measured.

What new or revised Recommendations are required to ensure that adequate network service quality can be provided by network operators to meet customers'/users' expectations?

To provide new or revised Recommendations which enable service quality parameters to be identified and measured, and which establish numerical objective values to ensure that networks provide service quality to meet customer/user expectations.

Early draft Recommendations are urgently required for VoIP by early 2001.

Recommendations pertaining to QoS of interconnections between different types of services (e.g. VoIP) and networks including IP networks and new access methods such as cable modems are needed. Other Recommendations will be required as other services and network facilities are developed.

A partial timetable includes:

• E.VOIP-QoS (2001): Operational Considerations for QoS of Voice and Facsimile over IP-based Networks.
• E.801(SQA) revision (2001): Framework for service quality agreement.
• E.422 revision (2001): Observation on international outgoing telephone calls for QoS.
• E.430 revision (2001): Quality of service framework.
• E.SLA (2002): Framework for service level agreement.
• E.800 revision (2002): Terms and definitions related to QoS/NP.
• E.Performance Monitoring Methods (2003).

Facsimile related Recommendations in the E.45x series will be updated as appropriate.

External Relations (Outside of SG 2)

This Question focuses on end-to-end NP/QoS issues with an emphasis on operational aspects.

This Question requires team approach and close coordination with ITU-T Study Groups, for example present SG 13 on network performance issues, and to a lesser extent present SG 12 for transmission issues and present SG 4 for maintenance issues. For facsimile related issues, there will be close coordination with the present SG 8. These linkages will ensure a consistent standard application of service quality throughout ITU-T. The output should be available in a format easily communicated to those people who directly interface and influence customer/user quality of service perception.

Primary: Present SG 13 and SG 8

Secondary: Present SG 12 and SG 4

This question provides the function of Fraud Prevention Coordinator for the ITU and serves as a gateway into ITU for fraud prevention issues. There are interfaces with several external groups studying fraud related issues such as FIINA, CFCA, etc.

Internal Relations (Inside of SG 2)

This question has close relations with the Quality of Service Development Group (QSDG), which was established in 1984 by a collaborators group of this Question as a field trial group. This group has created its own personality and has developed important linkages to other Study Groups in ITU as well as groups external to ITU. This situation has created a certain level of independence of QSDG from this Question. However, there are advantages for QSDG, in terms of the credibility, by its association with those ITU bodies studying operations and quality of service issues. QSDG publishes its own magazine, primarily dedicated to quality of service issues.

Considering that network traffic management is a special tool used to maintain an appropriate level of service quality, with special relevance to availability and reliability, this question also maintains a relationship with NMDG.

Primary: Quality of Service Development Group

Secondary: Network Management Development Group