This includes guidelines for analyzing a variety of different services, including FTP, WEB streaming and POC, including examples of analysis and troubleshooting from a user point of view. Focus on end-user perspective, with detailed analysis of the main sources of performance degradation of service and a full description of the mobile data service includes a detailed presentation of generic key performance indicators (KPI) that can be re-defined to comply with each particular network Provides service performance benchmarking for different technologies from real network explores new approaches to service management known as customer experience management, including the reasons why this overcoming traditional service management and its impact on revenue and customer satisfaction Illustrates use all channels in real world examples from cutting-edge research This book pulled together findings from authoritative sources that will be attractive to mobile network operators and vendors.