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In realistic mobile heterogeneous environment, the quality perceived by user is variable and dependant on following major factors: available bit rate variation, packet loss and latency. Even though QoS management is enabled in most modern telecommunication systems, it does not ensure the actual end-user perceived quality of service level. Therefore, to make sure that operator follows SLA provisions, QoS level has to be tracked continuously by software QoS agents, residing in user devices. Such tracking tools still do not exist. To fill the gap, in this paper we review quality management processes and analyze the possibilities to evaluate end-user perceived quality of multimedia services. Also, the principles of QoS evaluation instruments and algorithm models are presented. We intend to call attention of academic circle, telecommunication service providers and regulators to this problem.