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A3	Tuesday, March 26, 2002 · 9:45 am – 11:45 am

Quality of Service Objectives and Measurements Retaining customers is far more cost-effective than replacing them with new ones. As competition increases, so do customer demands for service reliability, performance, and other quality metrics. To achieve these key objectives, providers will need a more comprehensive approach to measuring and managing quality of service (QoS), particularly for services over new network technologies. This session will address the needs and solutions for establishing QoS measurements and managing them within customer service-level agreements (SLAs) for today's new networks and services. Defining Service Quality What QoS Metrics Are Needed? What QoS Metrics Are Available? Managing and Reporting QoS in SLAs

CHAIRPERSON: Matt Izzo, Senior Director, Design and Architecture, Agilent Technologies, has extensive experience in telecommunications, including network and operations design, OSS development, product architecture, and strategic product planning. He joined OSI from Bellcore, where he received the President's Award for ATM/Broadband OSS development achievements. SPEAKERS: Ajit Dandapani, Vice President, Engineering, Narus, was previously senior director of engineering for Silicon Graphics, where he was responsible for the design and development of file systems, clustered databases, and high-availability products. He holds an M.S. degree in computer science from the University of Maryland. Christopher Cook, Director Managed Network Services, Quarry Technologies, has 20 years of experience in networking and communications. Previously, he was product-line manager for network-management products at Nortel Networks. Lane Patterson, Product Manager, Next-Generation Operations, Agilent Technologies, has more than 10 years of telecommunications experience and more than five years of VoIP experience. Mr. Patterson spent the five years prior to his current position at Agilent as a vice president of sales, selling VoIP infrastructure for several VoIP start-ups.