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

Frameworx Process: Track & Manage Customer Problem

Category: (3) eTOM Process Type

Process Identifier: 1.3.7.3

Original Process Identifier: 1.1.1.6.3

Maturity Level: 4

Description

Ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy.

Extended Description

The purpose of the Track & Manage Customer Problem processes is to ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy. Responsibilities of these processes include, but are not limited to • Scheduling, assigning and coordinating tracking any recovery activities, and any repair and restoration activities delegated to other processes; • Generating the respective service trouble report creation request(s) to Create Service Trouble Report based on specific customer problem reports; • Undertake necessary tracking of the execution progress; • Modifying information in an existing customer problem report based on assignments; • Modifying the customer problem report status; • Canceling a customer problem report when the specific problem was related to an incorrect customer problem report • Monitoring the jeopardy status of open customer problem reports, and escalating customer problem reports as necessary. Note that some specific product and/or service components may be owned and managed by other Parties. In these cases the Track & Manage Customer Problem process is responsible for initiating requests, through other Party Problem Reporting & Management processes for restoration and recovery by the other Party of the specific service components. These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence. The Track & Manage Customer Problem processes will also inform the Close Customer Problem processes by modifying the customer problem report status to cleared when the customer problem has been resolved.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

The purpose of the Track & Manage Customer Problem processes is to ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy. Note that "customer problem" is here being used for a specific diificulty experienced by a customer, which may have been raised by the customer, or by other analysis triggered by events or issues identified elsewhere (e.g. through fault notifications from affected resources). In linking with ITIL, this relates to ITIL's "incident" more strongly than with ITIL's "problem" which there is associated with some wider issue where the "problem" has been escalated because individual incidents that are seen as related to this problem cannot be resolved , or because a number of incidents are being investigated to see if there is a common underlying problem for these.

Candidate Mandatory

Responsibilities of these processes include, but are not limited to · Scheduling, assigning and coordinating tracking any recovery activities, and any repair and restoration activities delegated to other processes; · Generating the respective service trouble report creation request(s) to Create Service Trouble Report based on specific customer problem reports; · Undertake necessary tracking of the execution progress; · Modifying information in an existing customer problem report based on assignments; · Modifying the customer problem report status; · Canceling a customer problem report when the specific problem was related to an incorrect customer problem report; and · Monitoring the jeopardy status of open customer problem reports, and escalating customer problem reports as necessary. Note that some specific product and/or service components may be owned and managed by suppliers/partners. In these cases the Track & Manage Customer Problem process is responsible for initiating requests, through S/P Problem Reporting & Management processes for restoration and recovery by the supplier/partner of the specific service components. These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence. The Track & Manage Customer Problem processes will also inform the Close Customer Problem processes by modifying the customer problem report status to cleared when the customer problem has been resolved.

Candidate Optional

Reserved for future use.

Candidate Interactions

These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence. It schedules, assigns and coordinates any recovery activities, and any repair and restoration activities delegated to other processes

(3) eTOM Process Type Track & Manage Customer Problem

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • eHealth View
  • NetVision V3.7

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:18