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Kincl sees the industry moving in this direction: "Performance management information needs to be able to be collected from new types of technologies, and it needs to be consolidated across technologies. The mapping between the resource-facing services and the customer services needs to be flexible. Performance management should not be pushed to try and do everything, but it should do what it needs to very well. For example, rather than trying to get performance management to cover everything from the resources to the end user experience, it should focus on resource and resource-facing services. A service level management solution can focus on customer-facing services and everything else that is required to adequately monitor customer expectations."

In the end, performance management is a major part of the expectation that CSPs have of telecoms providers. It must be proactive and it must be cutting edge.

So the question for CSPs is: What's your performance management solution doing for you?