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1.3.7.4 Close Customer Problem Report Flow

(3) eTOM Process Type Close Customer Problem Report (4) eTOM Process Type Contact Customer for Feedback ITIL Candidate Update Continuous Service Improvement ITIL Candidate Update Knowledge Management ITIL Candidate Communicate Service Improvement Opportunity ITIL Candidate Update Time to Restore Service ITIL Candidate Complete and Validate Customer Problem Report Internal Result End Close Customer Problem Report Internal Event Close Customer Problem Report

1.3.7.4 Close Customer Problem Report Flow

Diagram Description

This process flow includes the original process element derived from level 3 and adds six new process elements to coordinate with ITIL activities. Once the customer problem report has been completed and validated, the service restoration time is updated, and the report is closed. It may still be necessary to contact the customer for feedback ad at the same time to register the need for improvements in the service. Finally the ITIL knowledge management and continuous service improvement systems are updated.


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:02