Abstract:
An automated system coordinates, controls and polices installation of customer premise equipment (CPE) for telecommunications services and provides continuing service assurance. The system verifies equipment availability on service request, schedules a qualified technician to install the CPE, and assigns distribution equipment resources to the CPE. The system notifies the technician of the installation date. The equipment resources are auto-assigned to the CPE to facilitate installation procedures. The system also auto-detects installation of the CPE and auto-enables service when the CPE is installed. Customer record creation and maintenance is automatic, and installation or operation of unauthorized equipment is inhibited. Post-installation monitoring and automatic scheduling of repair for system or equipment faults ensures continuing service assurance. The advantage is reduced service delivery time, reduced operations costs and increased customer satisfaction.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
   This application is a continuation of U.S. patent application Ser. No. 09/874,535, filed Jun. 5, 2001 U.S. Pat. No. 6,735,293 which issued on May 11, 2004, which is hereby incorporated herein by reference. 

   MICROFICHE APPENDIX 
   Not Applicable. 
   TECHNICAL FIELD 
   The present invention relates to telecommunications service provisioning and service assurance and, in particular, to a method and system for facilitating the provisioning of telecommunications services and for monitoring provisional equipment to facilitate continuous service assurance. 
   BACKGROUND OF THE INVENTION 
   Telephone companies around the world are realizing that it is possible to include existing twisted-pair loops in their next generation broadband access networks. Hybrid Fiber Coaxial (HFC), which is well suited to analog and digital broadcast, is proving to be less than ideal for carrying voice telephony, interactive video and high-speed data communications at the same time. Fiber To The Home (FTTH) is still prohibitively expensive in a marketplace that is driven by competition rather than cost. An alternative, which is now commercially practical, is a combination of fiber cables feeding neighborhood Optical Network Units (ONUs) with final leg connections through existing twisted copper pairs used for providing telephone service. This network topology is commonly referred to as Fiber to the Neighborhood (FTTN). It uses fiber optic cable to deliver broadband services to distribution points in high-density neighborhoods or Multiple Dwelling Units (MDU), such as apartment buildings, condominiums and the like. 
   One of the enabling technologies for FTTN is Very high rate Digital Subscriber Line (VDSL). VDSL transmits high-speed data over short reaches of twisted copper pair telephone loops at downstream rates of up to 53 megabits per second over short loops, with slower speeds over longer loops. Upstream rates are slower but up to 19 megabits per second on short loops can be achieved. The data channels on VDSL are separated in frequency from bands used for Plain Old Telephone Services (POTS) and Integrated Services Digital Network (ISDN). This enables service providers to overlay VDSL on existing telephone services. Consequently, converged service offerings that permit television, high-speed Internet, and telephone services to be offered concurrently over the same twisted pair are now available. As is well understood, the delivery of such services requires complex interworking of different service provider networks. Converged services are therefore complicated to provision and provisioning can contribute significantly to start-up costs. 
   The provisioning of broadband services to customers has long been recognized as an area in which competitive advantage can be gained, provided the process can be at least partially automated. For example, U.S. Pat. No. 5,903,372, which issued on May 11, 1999 to Czerwiec, describes an Optical Network Unit (ONU) for installation in the neighborhood of primary and secondary video service subscribers. The ONU includes a switch matrix card for installation in the ONU with connections to POTS cards for a number of primary subscribers over a corresponding number of twisted pair copper loops. Twisted pair copper loops are also adapted to permit switch connection to switchable video cards. The switchable video cards permit video services to be enabled and disabled using a remote control work station without the dispatch of a service technician. While this invention has merit, it does not address service provisioning and service assurance. 
   The problems associated with the provisioning of telecommunications services remain, as do the problems associated with telecommunications service assurance. There therefore exists a need for a method and system that facilitates telecommunications service provisioning and service assurance in order to reduce start-up costs and ensure customer satisfaction by providing telecommunications services that are rapidly and reliably enabled on a promised installation date, and consistently and efficiently maintained on a continuing basis. 
   SUMMARY OF THE INVENTION 
   The invention provides a system for facilitating service provisioning and service assurance for telecommunications services, especially converged services that are enabled through such technologies as Fiber to the Neighborhood and Asynchronous Data Subscriber Line, for example. 
   The system includes a service provisioning and service assurance server (SPA) and operator terminals that permit service operators to post customer requests for service provisioning and service problem correction. Most of the coordination and scheduling of the provisioning and problem correction processes are performed or monitored by the SPA. Each provisioning job is scheduled and tracked by the SPA. Work orders are automatically generated in accordance with technician work schedules and skill levels, and the work orders are dispatched electronically to the technician assigned to perform a service installation or equipment repair. After a work order is dispatched, the work order is tracked to ensure that the work order is completed, with automatic interim rescheduling, if required. Any discrepancies are reported to system operations and management, to permit potential problems to be dealt with quickly and effectively. 
   The SPA also tracks the location and status of each customer premise equipment unit, and ensures that only registered units are permitted to access service from the service providers. Inventory tracking is also performed, and automatic reordering of customer premise equipment when inventory is low is preferably enabled. 
   The SPA also facilitates telecommunications service assurance after service provisioning. The SPA receives fault alarm messages from service provider network element management systems and examines the alarm messages to isolate alarms that require attention. The SPA attempts to resolve alarms using automated remote control functionality. If an alarm cannot be automatically resolved, the SPA automatically schedules a technician with an appropriate skill level to resolve the malfunction. A work order is created and the work order is electronically dispatched to the technician. The level of the alarm dictates the urgency with which the technician is scheduled. The SPA also accepts trouble reports from customers who report service delivery malfunctions by telephone, for example. The SPA issues work orders and tracks completion of customer-reported malfunctions in the same way as any other work order is tracked to completion. 
   The SPA therefore provides a method and system that significantly facilitates telecommunications service provisioning and service assurance. Service installation times are reduced, fraud is controlled, inventories are tracked and the status of service delivery equipment is continually tracked to ensure that equipment failures are rapidly corrected to increase customer satisfaction. 

   
     BRIEF DESCRIPTION OF THE DRAWINGS 
     Further features and advantages of the present invention will become apparent from the following detailed description, taken in combination with the appended drawings, in which: 
       FIG. 1  is a schematic diagram of an exemplary installation of FTTN for providing converged telecommunications services to dwelling units (DUs) in a high density neighborhood; 
       FIG. 2  is a schematic diagram of service provider equipment and a system in accordance with the invention for facilitating service provisioning and service assurance for telecommunications services; 
       FIG. 3  is a block diagram illustrating general steps involved in service provisioning and service assurance for telecommunications services in accordance with the invention; 
       FIGS. 4A-4D  are flow charts illustrating the method for automating substantial parts of the provisioning of telecommunications services in accordance with the invention; and 
       FIGS. 5A and 5B  are flow charts illustrating a method for automating substantial parts of service assurance for telecommunications services in which fault detection and resolution scheduling are automated. 
   

   It will be noted that, throughout the appended drawings, like features are identified by like reference numerals. 
   DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT 
   The invention provides a method and system for facilitating telecommunications service provisioning and service assurance. A Services Provisioning and Assurance system (SPA) facilitates the installation and provisioning of Customer Premise Equipment (CPE) for the delivery of converged telecommunications services, as well as continuing service assurance. The SPA automates customer record creation, equipment assignment, installation scheduling, inventory control, Internet service activation, CPE discovery, video service activation, network connectivity, data service address assignments, completion report generation, fault detection and fault resolution scheduling. Consequently, CPE installation, and service activation, is significantly facilitated, service assurance is simplified, and customer satisfaction is enhanced. 
     FIG. 1  is a schematic diagram of an exemplary installation of a Fiber to the Neighborhood (FTTN)  10  for delivering one or more of video content, high-speed Internet and telephony services to a telecommunications services customer  12  who lives in a Multiple Dwelling Unit (MDU)  14 , such as an apartment building or condominium. As is well understood by those skilled in the art, FTTN may also be installed in high-density communities where twisted pair loop lengths do not exceed 1,500 meters (4,000 feet). Such communities may include single or multiple dwelling units. For the sake of simplicity, dwelling units served by FTTN are hereinafter referred to simply as dwelling units (DUs), which includes both single and multiple dwelling units. 
   A telephone service provider having a central office  16  typically provisions the FTTN-delivered telecommunications services. The telephone service provider owns and operates a broadband optical switch  18  which may be connected by an appropriate conductor(s)  21   a,  using interfaces well-known in the art, to telephone switch  20  for providing Plain Old Telephone Service (POTS). Alternatively, the telephone switch  20  may be connected directly to a distribution panel  23  of a DU  14 , in a manner well known in the art, by conductor(s)  21   b . Broadband optical switch  18  is connected to a video content provider by, for example, a satellite dish  22  which requires, for example, a Direct Broadcast Service (DBS) or Direct To Home (DTH) video signal that delivers content to the telecommunications services customer  12  via the FTTN network, as will be explained below in more detail. Broadband optical switch  18  is likewise connected to the Internet  24  and an Internet Service Provider (ISP)  26 , also in a manner well known in the art. The ISP  26  provides high-speed Internet access to the customer  12 . The broadband optical switch  18  is connected to service distribution equipment  28 , such as an Optical Network Unit (ONU), well known in the art. One or more fiber optic cables  30  transfer broadband data between the broadband optical switch  18  and the service distribution equipment  28 . 
   The service distribution equipment  28  converts the optical signals into electrical signals that are transferred to the distribution panel  23  where the signals are transferred to a twisted-pair copper loop  32  that is connected to a standard telephone jack  34  installed in the premises of the customer  12 . Telephone jack  34  is equipped with a signal splitter  36  to which is connected one or more telephones  38  and Customer Premise Equipment (CPE)  40 , which serves as a high-speed data distribution hub frequently referred to as a “set top box”. The CPE  40  delivers VDSL signals in an appropriate format to one or more computers  42 , typically Personal Computers (PCs) and one or more television sets  44  in a manner well known in the art. Consequently, the customer  12  may enjoy video content delivery, high-speed Internet and telephone services, which are collectively delivered over a twisted copper pair from a single source service provider. 
   As is well understood by those skilled in the art, the coordination of service delivery and configuration of network interfaces to provide such telecommunications services is a complex undertaking that requires a great deal of technical skill. A telecommunications Service Provisioning and Service Assurance system (SPA)  50  in accordance with the invention is shown in FIG.  2 . The SPA  50  facilitates the provisioning process by automating many aspects of provisioning and coordinating the provision of services supported by service providers that contribute to the telecommunications services package subscribed to by a customer  12 . The SPA  50  also facilitates service assurance by monitoring faults and scheduling fault resolution. The SPA  50  includes at least one server  52 , which is preferably a fully redundant self-governing matched pair of servers  52  well known in the art. The servers  52  are respectively connected to a wide area network  54 , or the like, which interconnects the SPA  50  with equipment of service providers that contribute to the services package, as well as other components of the FTTN. The SPA  50  also has access to a database  53  that stores a technician work scheduling application and related data, as well as at least one indicator of a skill level of each technician. The SPA  50  further includes one or more operator workstations  60 , the function of which will be explained below in more detail. 
   Other systems connected directly or indirectly to the wide area network  54  include the ISP  26 . A customer assignment system  62  is used for creating and storing customer records and customer line records in a manner well known in the art. A customer billing system  64  is used for creating, tracking, formatting and printing customer bills, also in a manner well known in the art. A content provider customer information system  66  is used for tracking content usage and content delivery rights, also well known in the art. The content provider may employ the services of an interactive program guide service provider, which provides an interactive program guide to enable customer  12  to select content from the content provider using the interactive program guide system  68 , likewise well-known in the art. An element manager  56  monitors all CPEs  40  and other network components to detect and report hardware and software faults and raise alarms. Alarm messages are received and processed by the SPA  50 , as will be explained below in more detail with reference to  FIGS. 5A and 5B . A broadcast manager  58  is responsible for monitoring and enforcing broadcast rights to ensure that services are delivered in accordance with subscriptions and/or service level agreements (SLAs). 
   Subscription to a telecommunications service package is conveniently effected using a telephone  38  owned by customer  12 . Customer  12  typically places a toll-free call through the PSTN  70  that is terminated on an Interactive Voice Response unit (IVR)  72 . IVR  72  is programmed to determine whether the customer call is related to a service, billing or subscription issue. If the customer  12  requires a new subscription to one or more telecommunications services, the call is forwarded through PSTN  70  to a telephone  74  of a service operator at the operator terminal  60 . The operator terminal  60  is loaded with a template completed by the service operator. Information from the template is used by the SPA  50  in a manner that will be described in detail below with reference to  FIGS. 4A-4D . 
     FIG. 3  is a block diagram showing the principal functions performed by the SPA  50  during pre-installation and post-installation processing of service provisioning and service assurance. In step  100 , the SPA  50  checks contents of the order template in accordance with certain pre-defined data verification rules that will be explained below in more detail with reference to  FIGS. 4A-4D . Using the contents of the order template, the SPA  50  confirms (step  102 ) that telecommunications service facilities are available to serve the customer  12 . If the service facilities are available, a work order is generated (step  104 ). Thereafter, Customer Premise Equipment (CPE) installation is automatically scheduled by the SPA  50  in an interactive process involving the customer, the service operator  60 , and the SPA  50 , which consults a technician scheduling application to automatically schedule the installation, as will likewise be explained below in more detail. 
   In step  108 , a customer record is built using information from the order template and information respecting the services subscribed to by the customer  12 . Thereafter, the equipment that is to be used to deliver the service is automatically selected and recorded in the customer record (step  110 ). Once the equipment is automatically assigned, equipment line records are auto-generated and attached to the customer record (step  112 ). A technician is then notified of the installation using, for example, an automated paging or automated e-mail generation (step  114 ). If installation is not effected on the scheduled date (customer or technician becomes unavailable) then installation is automatically rescheduled as required (step  115 ). When the CPE has been successfully installed, pre-installation processing is completed. 
   On receipt of the automated page or e-mail notification, the service technician obtains the CPE  40  ( FIG. 1 ) from an appropriate equipment warehouse and confirms the install date and time with the customer by telephone prior to “truck roll” for the installation of the CPE  40 . When the technician arrives at the DU  14  ( FIG. 1 ) on the date of installation, the technician first effects a cross-connect at the service distribution equipment  28  ( FIG. 2 ) using a service distribution equipment identification (terminal address), card number and port number supplied by the SPA  50  in step  114  in which the technician was notified of the install date. The technician then delivers the CPE to customer  12 , installs the splitter  36  (FIG.  1 ), and connects the CPE  40  to the splitter  36 . The technician also connects the CPE  40  to an alternating current (AC) power source and powers on the CPE  40 . Powering on the CPE  40  commences the post-installation processes outlined in steps  116 - 122 . In step  116 , the CPE  40  sends an auto-discovery identification message through the wide area network  54  to the SPA  50  ( FIG. 2 ) on power-on. The SPA  50  uses information associated with the auto-discovery message (terminal address, card and port number) to retrieve the customer record created in step  108 . If the customer record is located, the CPE  40  is enabled to receive video content in step  18  (assuming video content was subscribed to, of course). The SPA  50  then waits for the technician to post an installation-complete notification (step  120 ). On receipt of the notification, the SPA  50  generates and posts a positive-completion report to each service provider contributing to the customer subscription. 
   Steps  124 - 132  outline the principal steps involved in service assurance after successful service provisioning. In step  124 , the SPA  50  receives fault messages from the element manager  56  (FIG.  2 ). Faults requiring resolution are isolated in step  126 . If possible, the SPA  50  corrects the fault using remote control functionality. If the fault cannot be automatically corrected, the SPA  50  schedules a technician to correct the fault (hardware failure, for example) in step  130 . Thereafter, the SPA  50  tracks fault resolution, as will be explained below in more detail with reference to  FIGS. 5A and 5B . 
     FIGS. 4A-4D  provide a flow chart that outlines one implementation of the methods effected by the SPA  50  in accordance with the invention. In step  150 , the SPA  50  receives information input by a service operator using the operator terminal  60  (FIG.  2 ). The information input includes customer name, telephone number and a code used for determining the availability of the FTTN service. The code is, for example, a ZIP code, a postal code, or some other code associated with a customer dwelling. The SPA  50  uses the code in a table look-up to determine whether the code is associated with a DU  14  to which FTTN service is available (step  152 ). If the code indicates that the service is not available, an error message is returned to the service operator terminal  60  in step  154  and the process ends when the service operator informs the customer  12  that no service is available in their area. 
   Otherwise, the SPA  50  displays provisioned DU(s) (step  156 ) associated with the code received in step  150 . The converged service operator must select the particular DU inhabited by the customer  12  (step  158 ). If the service operator fails to make a selection within a predetermined time, the SPA  50  returns an error message  160  and again checks to verify that a selection has been made. If the code is associated with a DU, the process automatically proceeds to step  162 . In step  162 , a table associated with the selected DU is consulted to select the service distribution equipment  28  that will be used to service the customer  12 . In step  164 , the SPA  50  determines whether the service distribution equipment  28  ( FIG. 2 ) has spare capacity to serve the customer  12 . If not, the SPA  50  returns an appropriate error message (step  154 ) and the process ends, as described above. 
   If the service distribution equipment has capacity, a next available distribution terminal is selected to serve the customer by the SPA  50 . Thereafter, the SPA  50  generates a work order (step  166 ) and an associated work order number. Meanwhile, the service operator requests a desired install date from the customer  12 . The requested install date is input by the service operator  60  and received by the SPA  50  in step  168 . On receipt of the requested install date, SPA  50  consults a technician scheduling application (step  170 ), which includes a complete list of all technicians, their skill level and their availability for effecting the installation. If it is determined that no technician with an appropriate skill level is available on the requested date (step  172 ), the SPA  50  searches the technician scheduling table for a next available date (step  174 ) and returns an alternate date (step  176 ), and the service operator  60  enquires whether the alternate date is acceptable to the customer  12  and indicates acceptance in step  178 . If the alternate date is accepted, the process branches to step  180  (FIG.  4 B). Otherwise, the process returns to step  174  and a next available date is searched. This process is iteratively repeated until an acceptable date is agreed on. 
   In step  180  (FIG.  4 B), the install date and the work order number are returned and displayed on the operator terminal  60 . The service operator reads the install date and work order number to the customer for customer reference. Meanwhile, the SPA  50  generates a customer record (step  182 ) using information input using the template by the service operator. After the customer record is generated, the SPA  50  retrieves usage tables respecting the service distribution equipment  60  selected in step  164 , and records the terminal address, card and port number in the customer record (step  184 ). Thereafter, SPA  50  generates and attaches multi-line records, well known in the art, to the customer record (step  186 ). In step  188 , the SPA  50  determines, by examining the customer record, whether Internet service was requested. If so, the SPA  50  queries the ISP  26  ( FIG. 2 ) to retrieve the Internet service User Identification and Password (step  190 ). The SPA  50  then inserts the User Identification and Password into the customer record in step  192 . Thereafter, the SPA  50  generates a work order notification (step  194 ) and dispatches the work order notification to an installation technician (step  196 ). 
   The work order notification is dispatched using an automated alphanumeric paging service, although other notification services, such as electronic mail, may likewise be used. Information included in the alphanumeric pager message is dependent on message capacity, but preferably includes the customer name, telephone number and address, as well as service distribution terminal ID, card number, port number, installation date and installation time. Sending of the work order notification completes the pre-installation operations, and the SPA  50  ceases further processing of the customer service order until the install date. In step  198 , the technician performs the installation on the install date agreed to in steps  170 - 178 . If, for any reason, the installation cannot be accomplished (customer ill, not at home, for example), the service technician using an appropriate interface, such as a Worldwide Web page, for example, reports the installation failure, and the SPA  50  automatically reschedules the installation (not shown). 
   As explained above, when the CPE is powered on after installation, the CPE  40  automatically sends Media Access Control Identification (MAC ID) and Serial Number information in an auto-discovery message to the SPA  50 . The SPA  50  receives the MAC ID and Serial Number information in step  200 . That information is associated with a tag that identifies the services terminal address, as well as the card and port number. In step  202 , the SPA  50  uses the MAC ID and Serial Number to consult an inventory control list to confirm that the CPE  40  is a registered device obtained from approved inventory. If no match is found in the inventory control list, an alarm is raised in step  204  and a report is generated containing the MAC ID and Serial Number, as well as the terminal address, card and port number. The report is forwarded to operations and administration, and the process ends. If the MAC ID and Serial Number are located in the inventory control list, the inventory control list is updated (step  206 ) by marking the unit as “in use” and identifying the service address. Preferably, the inventory control list is scanned to determine the number of CPE units  40  left in inventory, and that number is compared to a threshold value (step  208 ). If the number of CPE units  40  left in inventory is less than a predetermined threshold, an order for a predetermined number of CPE units  40  is generated in step  210 . 
   In any case, the SPA  50  uses the terminal address, port and card number to retrieve a customer record (step  212 ) to which the terminal address, card and port number were assigned in step  184  (FIG.  4 B). If the customer record is not successfully retrieved (step  214 ) the program branches back to step  204 . An alarm is raised to indicate that the customer record was not found, and to report the terminal address, port and card number associated with the auto-discovery message sent by the CPE  40  in step  200  (FIG.  4 B). If, however, it is determined in step  214  that the customer record was successfully retrieved, the install date recorded in the customer record is compared with the system date of SPA  50  in step  216 . If there is a mis-match, an installation date mis-match notification is generated and posted to the attention of systems operation and administration (step  218 ). If the installation date matches the system date, the operation continues at step  220  ( FIG. 4D ) where the CPE is enabled for content delivery. 
   In order to enable the CPE for content delivery, the SPA  50  sends a service enable message to the broadcast manager  58  (FIG.  2 ), which instructs the broadcast manager  58  ( FIG. 2 ) to display a “barker channel” on the television  44  connected to CPE  40  (FIG.  1 ). When the technician sees the barker channel displayed, the technician has confirmation that the installation for video service delivery is complete and functional. The technician also has confirmation that broadband service delivery is functional and that other services such as high-speed Internet can be installed, if they are part of the work order requested by the customer  12 . The technician then completes service setup in accordance with service level agreements with the respective service providers. After completing service setup, the technician, typically at the end of a work day, inputs job status information to the SPA  50  using, for example, a Worldwide Web interface. The SPA  50  routinely checks for end-of-day (step  224 ) and receipt of job-status reports (not shown). If at the end of any day a job-status report is not received for each job scheduled during that day by any technician as determined in step  226 , the SPA  50  generates a status-pending report and queues the report for follow-up by system operation and administration staff (step  228 ). For each job-status report received, the SPA  50  determines in step  230  where the job was completed. If a job-status report indicates that the job was not completed, the job is automatically rescheduled. To accomplish this, the SPA  50  first checks the technician schedule in step  232  and a time slot that appears to be adequate to complete the job is selected. A work notification is then generated (step  234 ) and the work notification is dispatched to the technician at step  236  using an alphanumeric paging system or electronic mail, as also described above. If it is determined in step  230  that the job was completed, a positive completion report is generated and dispatched to systems operation and administration (step  238 ). 
   The SPA  50  therefore significantly reduces the time, effort and manpower required to provision telecommunications services. Although the service delivery mechanism described above refers explicitly to VDSL as an example, it should be understood that the SPA  50  can likewise be used to provision other services such as Asynchronous Subscriber Digital Loop (ADSL), etc. 
   The SPA  50  also facilitates continuing service assurance. One of the principal ways in which the SPA  50  facilitates continuing service assurance is detailed in flow charts shown in  FIGS. 5A and 5B . As shown in  FIG. 5A , the element manager  56  ( FIG. 2 ) monitors the status of the service distribution equipment  28 , the CPEs  40 , the broadband optical switch  18 , and other system components used to deliver telecommunications services to the customer  12 . The element manager  56  routinely detects faults and generates alarms in a manner well known in the art (step  300 ). Those alarms are received by the SPA  50  and the alarms are queued in step  302 . As each alarm is queued, the alarm level is examined to determine whether the alarm level exceeds a predetermined threshold (step  304 ). If the alarm does not exceed the predetermined threshold, the process loops back to step  302 . 
   If the alarm exceeds the predetermined threshold and it is determined that the alarm relates to a CPE  40  (FIG.  1 ), the terminal address card and port number of the CPE are used to retrieve the customer record (step  306 ). If the customer record is not found (step  310 ), the SPA  50  generates an invalid service alarm and dispatches a report to operations and administration (step  308 ) and the process ends. If the customer record is found, SPA  50  generates a work order (step  312 ) and determines (step  314 ) whether technician dispatch is required by examining the alarm level and the type of alarm, for example. If the technician dispatch does not appear to be required, the SPA  50  attempts to resolve the fault using remote control functionality to, for example, perform a warm restart of the CPE  40  (step  316 ). If the fault is resolved using the remote control functionality as determined in step  318 , the work order is completed and closed in step  320 . Otherwise, the technician schedule is consulted in step  322  to select an appropriate technician by verifying technician skill level (step  324 ), given information deduced from the type of alarm and alarm level. A next available time slot for a technician with an appropriate skill level is scheduled in step  326 . A work notification is then generated in step  328 . The work notification is dispatched, via an alphanumeric page or e-mail as described above, in step  330 . 
   At the end of the day for which the work notification was generated, as determined in step  334 , the SPA  50  checks (step  336 ) to determine whether a work completion report was received from the technician. As described above, the work-completion reports are completed by each technician at some point during each working day. If a work-completion report was not received, the SPA resolves the issue per a service level agreement, for example (step  338 ). If the work-completion report respecting the job was received, the report is examined to determine whether the work was completed (step  338 ). If the work was not completed, the technician schedule is consulted in step  340 . A next available time slot that appears to be adequate to complete the job is selected and a new work notification is generated (step  342 ). The work notification is then dispatched to the technician using an alphanumeric page or an electronic mail message (step  344 ). If, however, it is determined in step  338  that the repair was completed, a positive completion report is generated in step  346  and the report is dispatched to system operations and maintenance personnel. The process is then completed. 
   Although the service assurance process was described above with explicit reference to a CPE  40 , it should be noted that, as described above, the SPA  50  also monitors alarms respecting service distribution equipment  28  ( FIG. 2 ) as well as other system components, and follows similar procedures to correct faults using remote control functionality as described above, and schedules and dispatches technicians for repair, if necessary. It should be further noted that with respect to network components used for delivery of services, the scheduling of repairs is based on an urgency level determined by the type and level or alarm. If a component failure occurs that affects service to a plurality of customers, standby technicians may be scheduled to perform repairs on an immediate basis. It should also be noted that with respect to continuing service assurance, service faults may also be reported by a customer  12  using the phone link to an operator at operator workstation  60  (FIG.  2 ). Faults reported in this way are handled in much the same way as service requests, as described above in detail with reference to  FIGS. 4A-4D . 
   The SPA  50  therefore provides a flexible system that ensures rapid cost-effective service provisioning and responsive, efficient service assurance at a reduced cost to the service provider and at an improved satisfaction level to the service customer. 
   The embodiments of the invention described above are intended to be exemplary only. The scope of the invention is therefore intended to be limited solely by the scope of the appended claims.