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1.3.7.6 Correct & Recover Customer Problem Flow

(3) eTOM Process Type Isolate Customer Problem (4) eTOM Process Type Manage Product Restoration (4) eTOM Process Type Report Product Restoration Results Internal Result End of Correct & Recover Customer Problem ITIL Candidate Test & Validate Implemented Solution ITIL Candidate Initiate Change Request ITIL Candidate Implement Customer Problem Workaround ITIL Candidate Determine Resolution Feasibility and Justification Internal Event Correct & Recover Customer Problem

1.3.7.6 Correct & Recover Customer Problem Flow

Diagram Description

The objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible.Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to:

· Educational interaction with the customer to ensure correct usage of the purchased facilities;
· Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings;
· Requests for activities to be undertaken by other processes in the CRM process layer; or
· Identification that restorative activities need to be undertaken in the SM&O processes.
They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage Customer Problem through updates to the associated customer problem report.


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