Alcatel-Lucent Switzerland (ALU) manages the networks of major telecommunication service providers. The extent of these insourced telecom services is described in a Service Level Agreement. It it essential for ALU to comply with the agreed service level, since violation will result in severe penalties. As of this moment, ALU's service desk monitors the networks for Sunrise, the second largest telecom service provider in Switzerland. Shortly, the network management for Orange, the third largest, will be insourced as well. Industry standards are currently used to identify the relevant processes and underlying ICT functionality that are present in the service desk. However, these industry standards lack a scientific foundation. This thesis evaluates the used industry standards by comparing them with two promising scientific concepts: enterprise ontology and the identification of business components. Enterprise ontology is believed to provide an overview of the organizational activities in such a way that it can be used as a point of departure for devising supporting ICT functionality. The latter is done by using the business component identification method, which uses an optimization algorithm in order to identify an optimal distribution of ICT functionality.