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Faced with growing fierce competitive pressure on all fronts and market saturation, traditional telecommunication operators are now struggling to find the breakthrough approach by which they may successfully reshape their role from network service providers to multimedia service providers. They are re-examining their voice-centric business models and deploying next-generation networks (NGN) for QoS-guaranteed delivery of multimedia quadruple play services (QPSs). To cost effectively realize these paradigm shifts, the existing ";stability-oriented"; network operations and management infrastructure and processes should be migrated into ";service-oriented"; and ";business-driven"; network operations and management within the context of today's multimedia and converged business environments. In this article, I'd like to introduce Network Operations and Management 2.0 (NOM 2.0), which is an innovative next generation operations and management paradigm for telephone company business agility and customer value creation. KT recently proposed Telco 2.0 , a new role and business model in the IP world to create customer value. NOM 2.0 is a key component needed to realize the Telco 2.0 goals. Telcos need to transform their operations and management framework into a human-centric and highly intelligent and automated one, and become the market leader by providing an agile operation and management framework within ever-changing operations and business environments. I will describe what NOM 2.0 is and how it is being realized in my company, KT.