Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

1.3.7.1 Isolate Customer Problem Flow

(4) eTOM Process Type Verify Product Configuration (4) eTOM Process Type Perform Specific Customer Problem Diagnostics (4) eTOM Process Type Perform Specific Customer Problem Tests (4) eTOM Process Type Notify T&M Root Cause Customer Problem Internal Result End Isolation Customer Problem ITIL Candidate Create Known Record ITIL Candidate Create Customer Problem Restoration Plan ITIL Candidate Obtain Permanent Fix or Workarounds ITIL Candidate Escalate to Support Team ITIL Candidate Identify Root Cause / Check for Workarounds Internal Event Start Isolate Customer Problem

1.3.7.1 Isolate Customer Problem Flow

Diagram Description

The purpose of the Isolate Customer Problem processes is to identify the root cause of the customer problem. The responsibilities of these processes include, but are not limited to:
· Verifying whether the customer is using the purchased product offering correctly; and
· Performing diagnostics based on the customer provided information to determine whether the root cause of the customer problem is linked to the underlying services.
The Isolate Customer Problem processes will make the results of the root cause analysis available to other processes. The Isolate Customer Problem processes will update open customer problem report, as required during the assessment, and when the root cause has been identified.
The Isolate Customer Problem processes will notify the Track & Manage Customer Problem processes when the analysis is complete.


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:01