Trends in telecommunications networks including network convergence, requirements for QoS and service level agreements, and open service architectures are impacting the service mangement systems and processes. New results in three areas of IP service management are described. The architecture of a new platform for service management is presented. This is the first reported service assurance platform to use ASP technology as its infrastructure. A new performance mangement suite is described. This suite currently supports measurement and reporting of web and stream servers and VoIP softswitches. Finally, a recent result in customer care automation for processing large volumes of email sent to a customer care center is reviewed.

service management, network management, IP services, telecommunications