Abstract: The Quality of Service ( QoS) management of IP services that supports the Service Level Agreement ( SLA ) management is studied. Integrating the management of Service Level Agreement and Quality of Service, an IP service QoS management framework supporting the SLA management is presented and the SLA management process under the framework is also described.

Key words: quality of service ( QoS) , service level agreement ( SLA), telecom operation map ( TOM), operations support system ( OSS)