If you're involved in CPE testing or product/service design, you might be interested in a paper on the application of agile user stories to enterprise telephony: http://www.leonidsystems.com/publications/story-driven-service-design-an-int... If you're not familiar, agile is a development methodology popular out here in Silicon Valley with software companies but you can apply it to a lot of things; service delivery is certainly one of them. We're always learning how to better apply the ideas, so please post here or write to acowan at leonidsystems.com if you're at all inclined. Alex Alex Cowan Leonid Systems 415-483-4529 acowan at leonidsystems.com