As communications service providers transition their networks to address emerging customer requirements for new types of multimedia services and applications, there is a lot of uncertainty regarding the impact of these new network and service requirements on existing business and operational support systems (BSS/OSS). Forrester receives numerous BSS/OSS inquiry questions from service provider clients requesting guidance on topics including BSS/OSS vendor selection, the impact of vendor consolidation, and organizational changes to successfully transition to support next-generation networks. This report identifies some of the key telecom user BSS/OSS questions and highlights opportunities for BSS/OSS vendors to better address these service provider issues.