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1.4.6.2 Diagnose Service Problem Flow

Internal Result End Diagnose Service Problem ITIL Candidate Create Service Problem Resolution Plan ITIL Candidate Create Known Record ITIL Candidate Obtain Permanent Fix or Workarounds ITIL Candidate Escalate to Support Team ITIL Candidate Identify Root Cause / Check for Workarounds Internal Event Start Diagnose Service Problem (4) eTOM Process Type Verify Service Configuration (4) eTOM Process Type Perform Specific Service Problem Diagnostics (4) eTOM Process Type Perform Specific Service Problem Tests (4) eTOM Process Type Stop And Start Audit On Services (4) eTOM Process Type Schedule Routine Service Problem Tests (4) eTOM Process Type Notify T&M Root Cause Service Problem

1.4.6.2 Diagnose Service Problem Flow

Diagram Description

The objective of the Diagnose Service Problem processes is to identify the root cause of the specific service problem. These processes are invoked by the Track & Manage Service Problem processes.
The responsibilities of these processes include, but are not limited to:
· Verifying whether the service configuration matches the appropriate product features;
· Performing diagnostics against the specific services;
· Running tests against the specific services;
· Starting and stopping audits against specific services; and
· Scheduling routine testing of the specific services.
The Diagnose Service Problem processes will make the results of the root cause analysis available to other processes. The Diagnose Service Problem processes will update the open service trouble report, as required during the assessment, and when the root cause has been identified.
When the process is complete the Diagnose Service Problem processes will notify the Track & Manage Service Problem processes.


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