Abstract: For the complexity and variability of customer retention and loyalty management, how to build a well-structured service assurance model is a practical problem. the customer classification is introduced for the analyze quality of service (QoS) requirements of possible service level agreement (SLA) cases. A processing model for data flow and for promotion of convergence on stable, reusable flow solutions, when using process elements is built. Finally, an example of the telecommunication service assurance model based on the unified product catalog is represented.

Key words: customer evaluation management, integrated service, dynamic process